Automation so that the ticket returns to its previous status. Using Waiting for customer as tigger

[Joan_Rivero]

Good morning dear Jira community, could you help me with the following query... I want to create an automation that generates the following actions:

In progress -> technician comments -> Waiting for the customer -> user responds -> In progress.

In management -> technician comments -> Waiting for the customer -> user responds -> In management

Depending on the status that triggers the "Waiting for customer" it should return.

[Scott Schellhardt · Accepted solution]

Hi Joan,

We have something similar to this in my instance:

You will basically want to do a version of this automation and then for the back to in progress/management, adjust the conditions 

[Joan_Rivero]

Hi Scott, thank you very much for helping me.

If that's what I want. What I have not achieved is that it returns to In Progress when its origin is In Progress

[Scott Schellhardt]

Hi Joan, 

I have gone ahead and created the rule for you in my sandbox:



Please let me know if I am not properly understanding the request

[Scott Schellhardt]

Hi @Joan_Rivero 

If this solved your problem, can you please mark my answer as accepted 

[Joan_Rivero]

Hi Scott @Scott Schellhardt. I apologize for the delay in responding to you. Your contributions are helping me get to what I need. I tested the example you shared with me but it did not work. I give you more detail:

We take this example:

This is the automation I need,

In progress -> technician comments -> Waiting for the customer -> informant -> In progress.

The main objective is that when the technician responds, the ticket returns to its original state, that is, the state prior to Waiting for the Customer (when the informant made the comment). This whole circuit is possible within the same automation?

The conditions I would apply to you are as follows:

User Condition -> - Help me with the order please -

Issue Field Condition-> Request Type: equals IT Support

Issue Field Condition-> Status: equals In Progress