automatisms to return to the initial state when it is in a higher state

[Eduard Diez]

Hello people

I've a question, for you.

When an agent goes to *PENDING* (Status), why he needs information from the user, it must be checked that when the user responds the ticket return to the previous state.

For new SD projects I thinks is default, I don't know how I can see this, and I don't know if is enabled or not in all the projects. I want to see Automation documentation because I can search in the net.

Can you help me?

[Morgan Folsom · Accepted solution]

Hi Eduard, 

Automation in Jira Service Desk is determined per project. Several are created on project creation.

To view the automation for a project:

1. Go to Project Settings
2. Select Automation on the left panel
3. There will be a list of all of the automation on that specific project. 

If I understand correctly, I would guess that specific automation is something like 'Transition on Comment'.

Some documentation from Atlassian:

• Automating your service desk
• 8 Pro Tips to Automate your service desk

[Eduard Diez]

Thank's, 

I will look in this new information what I am looking for, which is the next. From SD when the ISSUE is in a specific state, for example, PENDING, when the client responds, it returns to the initial state. And that I have not known how to see.