How to make workflow transitions happen automatically in service desk

[Lori Cooper]

Our organization is fairly new to Jira Cloud. 

We are using the service desk for outside customers. (Project = HELP) We have made myriad changes in this project.

We noticed that in one of the less touched service desk test projects we made (Project = ITSAMPLE), writing a reply to the customer will automatically transition the workflow. This does not happen in the HELP project. 

We cannot figure out what this is called or what setting this is that causes the transition. We want this to happen in our HELP project which we're actually using. We've tried using the same workflow as in the ITSAMPLE project and that doesn't change anything.

You can see the desired functionality here: https://youtu.be/197q-SUBzrs 

What is this called and/or where is the setting that causes this? None of the admins know anything about how this would have been set for the ITSAMPLE project where it works like we want.

Thanks!

[Fernando Eugênio da Silva]

@Lori Cooper , Welcome to the Atlassian Community!

This event is caused by an automation rule! You can create automation rules to optimize actions inside your project.

To create an automation rule follow these steps in your project:

- Click on Project Settings

- Select Automations

- Click Create rule

An automation rule that works like your video needs to be like this:

- Trigger (When) > Issue Commented

- Condition

• Issue Fields Condition
  • Status > Equals > Waiting for support

- Condition (plus)

• User Condition
  • User who triggered event > is in role > Service Desk Team, Administrators

- Action

• Transition Issue
  • Select the status to be transitioned

Here an example of this case:

The condition PLUS it's only to give you more control about when this rule should be works.

Hope this help you.

Let us know if you have any question.

[Lori Cooper]

Thank you! I found that the project where this works had a Legacy Automation--I had checked the Automation group and there was nothing, but there it was under Legacy. Thank you so much!