to be honest...

[Graul Klemens]

... i'm totally new to automations.

i'm stuck with one of the most simple tasks. If you are the assignee and comment lets transition issue to 'waiting for...' otherwise, do nothing :D

1. Rule is triggered on "comments"

2. compare two values: assignee equals comment.author

3. then: send whatever you like

else

reverse point 2: comment.author doesn't euqal assignee... do nothing?!

im confused, please help

[Susan Waldrip · Accepted solution]

Hi @Graul Klemens , it would help to include a screenshot of what you're trying that's not working, but I created this rule based on your requirements and it sent an email to the Reporter on the ticket:

You don't have to include anything for "if it's not the Assignee" since you want it to do nothing, JSM will just say something like "no results" in the audit log. Let us know if this doesn't work for you!

[Graul Klemens]

hey there! thats what i've been never been told or to understand to mix jql/smarts and what not to match my desires :D

finally this worked for me.

the reason: I want agents to communicate without knowing, if assignee takes a line, it would be up to the customer (i know thats a long shot, but know i understand more of this)

thank you!!!

[Graul Klemens]

sadly i can't seperate comments via automation. between internal and external comments....

[Susan Waldrip]

Glad that worked for you!