This page describes how to create an Automation for Jira (A4J) rule that automatically transitions tickets between Waiting for Customer and Waiting for Support statuses according to the comments posted on the issue.

We will cover three scenarios:

• Transition to Waiting for Support when a customer posts a comment.
• Transition to Waiting for Customer when support posts a comment.
• Transition between Waiting for Customer and Waiting for Support depending on who posted the comment.

Transition to Waiting for Support when a customer posts a comment

• In your Project, go to Project Settings > Automation
• Click Create rule
• As Trigger use Issue commented with Comment Type = All comments
• Add an Issue fields condition, where:
  • Field = Status
  • Condition = is one of
  • Value = Waiting for customer
• Add User Condition, with User = User who triggered the event and Check to perform = is a customer
• Add action Transition issue, with Destination status = Waiting for support

Example:

Transition to Waiting for Customer when support posts a comment

• In your Project, go to Project Settings > Automation
• Click Create rule
• As Trigger use Issue commented with Comment Type = All comments
• Add an Issue fields condition, where:
  • Field = Status
  • Condition = is one of
  • Value = Waiting for support
• Add an Advanced compare condition as:
  • First value = {{comment.internal }}
  • Condition = equals
  • Second value = false
• Add User Condition, with User = User who triggered the event and Check to perform = is not a customer
• Add action Transition issue, with Destination status = Waiting for customer

Example:

Transition between Waiting for Customer and Waiting for Support depending on who posted the comment

• In your Project, go to Project Settings > Automation
• Click Create rule
• As Trigger use Issue commented with Comment Type = All comments
• Add an Issue fields condition, where:
  • Field = Status
  • Condition = is one of
  • Value = Waiting for customer Waiting for support
• Add an Advanced compare condition as:
  • First value = {{comment.internal }}
  • Condition = equals
  • Second value = false
• Add an If/else block, where:
• If block
  • For Run actions if... select All conditions match 
  • Click + Add Conditions...
  • Add User Condition, with User = User who triggered the event and Check to perform = is not a customer
  • Click + Add Conditions... again
  • Add Issue fields condition, with Field = Status, Condition = equals and value = Waiting for support
  • Add action Transition issue, with Destination status = Waiting for customer
• Else block
  • For Run actions if... select All conditions match  
  • Click + Add Conditions...
  • Add User Condition, with User = User who triggered the event and Check to perform = is a customer
  • Click + Add Conditions... again
  • Add Issue fields condition, with Field = Status, Condition = equals and value = Waiting for customer
  • Add action Transition issue, with Destination status = Waiting for support

Example: