Using Email This Issue to execute transition

Question

Hi,

I'm having problems while trying to use Email This Issue on JIRA SD Cloud to execute a transition of the workflow.

I configured the Mail Handler like this: "If Issue exists AND Status equal to A-STATUS, Execute transition to B-STATUS".

When I send the e-mail no transition is executed.

Looking into Incoming Log I see an error whose message ends with
INFO: IF result: true condition: issue exists AND status equals "A-STATUS"
ERROR: Can't get transitions for issue 'MYPROJ-53'!
ERROR: Last handler action failed, stop further processing.

Any clue why JETI "Can't get transitions"?

Can't find any settings like "allow JETI to perform transitions"

NOTE: I disabled any JIRA SD Automation

Thomas

Thomas Fozzi · Answer

Hi Petterson, thanks for your answer.

Can you confirm if the transition from "A-STATUS" to "B-STATUS" exists

Yes

it is not configured with any conditions, validators or properties

No

As for the permissions, I'm not sure who should I grant permissions on "Transition Issues", since in this case the transition should be triggered by an email sent by an external user. On this matter, I had to configure the project in order to automatically add the user to the Jira SD Customers. So I granted the Transition Issues permission to the project role  Service Desk Customer. Nonetheless I keep on having the error.

I ended up using the following configuration:

- JETI catches the incoming e-mail and adds the comment

- Jira SD Automation performs the automatic transition (update reply status)

After all, the real enhancement brought by JETI seems to be limited the full customization of outgoing e-mail (template, sender, etc.). While I can't see any added feature to the incoming emails management provided by Jira Service Desk.

Thomas

Petter Gonçalves · Answer

Hello Thomas,

Can you confirm if the transition from "A-STATUS" to "B-STATUS" exists and it is not configured with any conditions, validators or properties that could be blocking the issue to be transitioned?

Also, the user configured to transition the issue has the permissions to perform the transition?

If both settings above are ok, I recommend you to open a ticket with the Vendor Support:

- META-INF KFT Support

Let us know your results, Thomas.