Automatically show next work item/issue when adding a comment as "Reply to customer"

[Céline - Maestrel]

Hi,

Working on JSM queues:
I would like to automatically be shown with the next work item once I have replied to the customer.

I currently have Automation rule so "When a comment is added (by agent as "Reply to customer") → update the status (to "Waiting for Customer")".

I would like as well to view automatically the next work item (without having to click on the arrow or go back ot the queue).

Is it possible? I could not find this functionality.

Thank you!

Regards,
Céline

[Jim Knepley - ReleaseTEAM · Accepted solution]

Hi @Céline - Maestrel 

What I think you're trying to do is move to the next issue in a JSM queue after commenting on an issue, without any additional actions on your part.

I don't think that's possible without an add-on. Internally, issues seem to only know about themselves. They don't have any context about the search results they're seen in.

I like the idea, though. That might be a good feature to suggest to Atlassian.

[Céline - Maestrel]

Hi Jim,

Thank you. Yes, this is the standard behaviour in many ticketing system. Once you reply to the customer, the ticket view closes and opens immediatly with the next ticket on the list. ;-)