Status change by anwser from request participant

[Nicole nic_wie]

Hi,

my problem is that only if the autor send an email to the mailbox the status in the issue is changed...ok, but if the request participant send an email the status is in the issue isn't change...how can i change this?

With best regards

Nicole Wieser

[Bastian Stehmann · Accepted solution]

Right,  but is this Email processed by JSD and the content added as comment or does this email not appear in the request at all?

[Nicole nic_wie]

No, the answer is coming as email.

Regards

Nicole

[Bastian Stehmann]

Hi Nicole,

Is the answer from the participant added as comment?

Then you can create an automation rule, that triggers on comment and does the transition.

https://confluence.atlassian.com/servicedeskcloud/automating-your-service-desk-732528900.html