Return to previous Status and Assigne if customer responds

[Claude]

Currently I have an automaton rule set up to set the status of a Ticket to "Waiting for Customer" once 14 days have passed and the assigne is changed to the parent reporter.

Now should the customer respond I want to automatically return the ticket to the previous assigne (which is a teamember of my team) and change the status back to what it was before "waiting for customer" was set.

How do I go about setting up that rule?

[Marc - Devoteam]

Hi @Claude 

You need to use the API for tis, see issue-issueidorkey-changelog-get , create a web request in your automation to get the results and use the results to revert the issue to the previous assignee.

[Claude]

I just saw this automation step. Wouldn't this work to resolve my case?

[Manoj Gangwar]

Hi @Claude 

Since Jira Automation does not have built-in functionality to track historical values, you need to store the previous assignee and status in custom fields before changing them.

If you don't want to create custom fields, another workaround is using the "Entity Property" feature with ScriptRunner or REST API to store values in issue properties.