Automation doesn't update the status when the customer replies
Platform Notice: Cloud - This article applies to Atlassian products on the cloud platform.
Summary
With email settings configured to allow emails with valid issue keys to be processed by the handler, sometimes the automation rule is similar to the template When a comment is added → update the status (Project Settings > Automation > Templates) doesn't execute successfully for customer replies.
This article helps build a workaround that would consider replies from all unlicensed users and execute the rule successfully.
Environment
Jira Service Management
Diagnosis
A user is treated as a customer on a ticket if the user is part of any of the below fields
- Reporter
- Request Participants
- Organization member
- Approver
Cause
The email configuration allows emails with a valid issue key in the subject line to be processed into comments. This doesn't add the sender as a Request Participant on the ticket(unlike the cc functionality) and therefore the sender is part of any of the fields that would treat them as a customer on the ticket. Therefore, the rule fails at the condition "User is a customer"
Solution
- We can add an additional condition that would check if the user is not a customer + not the assignee then add the user as a Request Participant
- The rule would look like this
- If there are other participants and the need is to retain all and update the new user then please follow the last section on Append/Add multiple Request Participants using the Send web request action