Jira project

[adas1]

Currently, if a customer replies to a ticket that with the status "Waiting for a customer," it is not changing to "work in progress". -how can i change in Jira project.

[Mikael Sandberg · Accepted solution]

Hi @adas1,

Welcome to Atlassian Community!

Is the project you are using a JSM project or Jira Software? In a JSM project if you go to Project settings > Automation you will see in the Library a rule called "When a comment is added → update the status" which is what you are looking for. If you are using a Software project the rule would look a bit different since Software doesn't have the concept of customer or internal notes.

[adas1]

Jira project

[Mikael Sandberg]

Jira has three different types of major projects, Jira Software (JSW), Jira Service Management (JSM), and Jira Work Management (JWM). If you go into your project you will see up in the left-hand corner what type it is. And then at the bottom left-hand side you will see if it is a company managed or team managed project.

[adas1]

it is a service project.

[Mikael Sandberg]

Okay, so then you should see "When a comment is added → update the status" when you go to the Automation library (you need to be at least project admin in order to see project settings).