Jira Automation Comments are customer Comments?

[Sebastian Delmastro]

Hello Community,

If I have 2 automation rules:

(1) Inactive issues last updated for more than 4 days whether are "resolved, canceled" or "waiting for customer" status, are closed.

(2) On the 2nd inactive update day, automation triggers a public comment on the issue it will be transitioned to closed if no comment from the customer is made.

Automation from Jira comments is considered as a customer comment or agent (no customer) comments? in order for the rule and days counted for transition to work seamlessly?

[Jack Brickey · Accepted solution]

Hi @Sebastian Delmastro ,

Well neither really. Jira automation can, and generally does, have permissions similar to agents but it isn't considered an agent in that it does not require a paid license. I may be missing the point of your question. Could you help me better understand why you're asking whether such a comment is considered agent versus customer? It is simply a public comment in this case.

[Sebastian Delmastro]

Hello @Jack Brickey 

I want to know if an automation rule will work when "the comment is public and the initiator is customer", will be a public comment made by another automation rule considered as a customer comment in the aforementioned rule or not?

Thanks!  

[Jack Brickey]

Hi @Sebastian Delmastro , by "...if an automation rule will work..." do you mean can a rule be triggered? For example, a rule like below can be created.

[Jack Brickey]

In the above example Jira automation would not pass the initiator condition. Also, generally you would create a rule that cannot be triggered by another rule to protect against unwanted automation loop conditions.