How to do automation for status change so that when customer comment to item

[Satu Rajala]

Hi

Service management

When we answear to customer, we change status to Waiting for approval. When customer put a comment, we have automation that status have to change to status In progress.

Now we have situation that "legacy" automation do not work anymore and I have tried to do new automation. Unfortunately I can't find a way to do that automation so that status change only when customer do comment - not then when we put internal comment.

How and where I can do that?

I can't find way to put to that automation "comment is public" or "comment is internal"

[Sebastian Krzewiński · Accepted solution]

Hi @Satu Rajala 

Please check this rule - https://www.atlassian.com/software/jira/automation-template-library/rules#/rule/112182/. It is not exactly what do you want but you can find a logic about catching customer comment.

Regards,

Seba

[Satu Rajala]

Hi, 

thanks, I will try this. 

"Initiator is a customer" -- I can only find "Iniatitor is work item reporter - that's good but is not enough because there can be several customers who can give a comment.

Have you tips for that? :) 

[Sebastian Krzewiński]

Can you send a screenshot? Looks like your rule is limited to non-JSM project.

Regards,

Seba

[Satu Rajala]

Hi

it's possible that I got it now :)  will see

I will get back to you if it don't work.

Satu