How to set so Internal comments don't trigger automation rule

[Michael Cheng]

Hi

We have a pretty standard automation rule set up.

If Status = A and comment is added, transition status to B and vice versa.

Only issue is that if you are in the back end and you do a internal comment, that also triggers this rule, ( even though users don't see the internal comment)

Is there a way around this. the only options for the "issue commented" trigger is "all comments"

Thank you in advance.

Kind regards

Mike 

[Hana Kučerová · Accepted solution]

Hi @Michael Cheng ,

maybe you can add User condition to your rule, something like:

User: User who triggered the event

Check to perform: is a customer

[Michael Cheng]

Hi Hana

Isn't that only in legacy Automation?

And how does that differentiate an internal comment to reply to customer?

[Hana Kučerová]

Or alternatively you should be able to test, whether the comment is internal or not, see here.

[Michael Cheng]

Thanks Hana, the linked article worked.

[Jack Brickey]

@Michael Cheng , can you comment on whether this is JSM or JSW?

[Michael Cheng]

@Jack Brickey this is for JSW

[Jack Brickey]

Thanks @Michael Cheng . I'm going to research this (documentation) as I was not aware of internal comments in JSW cloud and I don't immediately see it in my projects. 

[Hana Kučerová]

@Jack Brickey Please, have you found out anything? I assumed this is JSM project. AFAIK there are no internal comments in JSW projects. Thank you.

[Jack Brickey]

Internal comment in Jira cloud? Maybe this is JSM? In JSM you can check for comments made by customers vs agents. 

[Bill Sheboy]

Hi @Michael Cheng 

Yes, and to what Jack suggests: If this is for JSM, please check {{issue.comment.internal}} as described here: https://support.atlassian.com/cloud-automation/docs/jira-smart-values-issues/#--comment--

Kind regards,
Bill