Not triggering JSD automation rules when comments are added via email

Description

I have a handler set up using the "Service Desk: Create or Comment..." strategy, and firing the "Issue Commented" event, but this doesn't trigger our automation rule that transitions the issue back to "Waiting for Support" status when customers reply via email.

After talking with Atlassian support, we suspect the issue is that it needs to be firing a com.atlassian.servicedesk.api.event.ServiceDeskCommentEvent, rather than the standard Jira comment event, in order to trigger the automation rules.

As a side note, it also seems like it should be firing different events for creating vs commenting issues, but it's not clear if that happens, or how it works if it is being done.

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Assignee

Tibor Hegyi

Reporter

Tibor Hegyi

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