Need Transition to old status

[Sachin Guttala]

i have a transition from "Work in progress" to " Waiting for customer" after customer responds it should go back to "work in progress" only not to any other status.
Note: we have two transition from "waiting for customer" to "open" and "work in progress".

[Marc - Devoteam]

Hi @Sachin Guttala 

Create an automation rule that acts on comment as the main action, validate that the comment is not internal and that the status is "Waiting for customer".

If all is correct, then transition the issue to "Work in progress".

[Nikola Perisic]

Hi @Marc - Devoteam , seems promising, but this happens when the customers make a comment, so there should be a condition that checks if the user is indeed customer and from there automation can continue.

[Marc - Devoteam]

Hi @Nikola Perisic 

Yes, there is one by default, by using a user condition in the automation rule.

In this condition you can specify if user who triggers the rule is a customer or not a customer.

see simple example, based on above.

[Nikola Perisic]

Yeah, this is what I've meant.

[Sachin Guttala]

Hi @Marc - Devoteam @Nikola Perisic it works, but I have two transitions from "Waiting for Customer" to "Open" and "Work in Progress." When a customer responds, I need the issue to revert to its previous state. For example, if the transition was from "Open" to "Waiting for Customer," it should go back to "Open" only, and if it was from "Work in Progress" to "Waiting for Customer," it should revert to "Work in Progress" only. How can we achieve this behavior in Jira?

[Marc - Devoteam]

Hi @Sachin Guttala 

Use another automation that sets a label or component based on the transition to waiting for customer.

Then you have an identifier to use in the above automation.

In the if add a second condition, example:

Label equals Work In Progress.

Add an Else function based on the If condition, just change the condition to Label equals Open and the then transition to Open.