Auto Transition when a "public" comment is added

[Jeanne Howe]

We have added additional fields to our Service Desk workflow.  How do I get an issue to auto-transition back to the customer when a "public" comment is added to the ticket by the Service Desk Agent?

The transition is called "Contact customer" and it transitions a ticket from "In Progress" to "Waiting fro customer"

I have added the following properties to the transition:

sd.action.key     sdInProgressToWFCustomer

jira.i18n.title       sd.workflow.itsupport.v2.transition.contact.customer.title

jira.i18n.submit  sd.workflow.itsupport.v2.transition.contact.customer.submit

The properties on the status's are as follows

In Progress:

sd.step.key   sdInProgress

Waiting for Customer:

sd.step.key   sdWFCustomer

[Bhushan Nagaraj · Accepted solution]

Hey JT,

Upgrade to Service Desk 2.4 and use new Automation feature. Note, you will have to make changes to your workflow and remove old properties.

https://confluence.atlassian.com/display/Cloud/Automating+your+service+desk

[Jeanne Howe]

Thank you for the response. Service Desk 2.4 requires JIRA 6.4. Currently we are on JIRA v6.3.15. Is there a workaround until we can do the JIRA upgrade?