Transitioning from Pending Support to Pending Customer but its throwing same error

[sanjana customer]

Hi team,

I am currently working on Jira service management automation : 

Transitioning from pending Support to Pending customer.

so the situation is if the internal worker comments on the comment section it should be in pending support but shouldn't transition to pending customer.

When the customer comment on the comment section it should move from pending customer to pending support

The error is this:

[Daniel Ebers]

Hi @sanjana customer

the error message usually means the transition is not valid for the status the issue is currently in.
Either there is no transition or the transition is there but restricted by a condition/validator.

Looking at your example I could image a scenario where Automation tries to transition from "Pending support" to "Pending support" where there might be no looping transition (a transition from a status to the same status itself).

In case you are stuck please share details in which status the issue is when doing the comment to the issue (your specific trigger as of Automation rule) alongside with the information how the workflow actually looks like (a screenshot of it might give Community members additional options to advise further).

Regards,
Daniel

[sanjana customer]

thank @Daniel Ebers its working now, it was actually pending customer to pending support.

regards, 

sanjana

[Daniel Ebers]

Happy to hear it is working for you. That is great news.

Regards,

Daniel

[Fabian Lim]

Hi @sanjana customer 

Please share the rule details and an image of your workflow and we can help you better.

[sanjana customer]

Hi @Fabian Lim

Below am attaching the workflow where i have added my workflow, if block is working fine but not transitioning to then block. Please help me out.

[sanjana customer]

any updates on this?

[Fabian Lim]

- From the rule, it looks like both are transitioning to "Pending Support".  Shouldn't one of them be "Pending Customer"?

- Also make sure that you can transition between the two statuses

[sanjana customer]

Hi @Fabian Lim thanks i know was doing the mistake. what u said i tried and its woking now.

regards, 

sanjana

[Fabian Lim]

Glad it worked. Feel free to accept the answer.

Cheers