Can there be an automatic workflow status update if a customer comments in our portal?

[Ravi Mistry]

Hi guys, 

I have created a workflow for our service desk team and one of the requests from the team is that If a status is in "Waiting for Customer" and the customer comments - as soon as the comment is posted in the portal it should update to In Progress. 

Is this possible? I have looked at the post functions bit and triggers but doesn't give me that option?

Could you help?

I have attached the workflow to help . Thanks!

[Tarun Sapra · Accepted solution]

Hello @Ravi Mistry

You can add automation rules which are supported by JSD out of the box

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

Comment updates reply status
Updates the status of an issue after someone comments to:

Waiting on Support when a customer comments
Waiting on Customer when your team comments

Comment reopens issue

Reopens a closed issue when a customer comments on a resolved issue

[Ravi Mistry]

Hi, 

Thank you for that - I have just tried this now and got the following error. Is there something else i need to do?

[Ravi Mistry]

Ah no worries - it was a workflow issue :) all done thank you!