Circular Logic

Carolina_Roman

We are using Jira Service Desk Cloud and I have a requirement where I need a list of internal "customers" to fill out a screen (Screen Name: SME Input Required).  I have created an automation rule where an Issue matches status= Open to then send an email to Customers Involved.  

The email informs our list of SMEs that they need to access the ticket and select the status of SME Input Required which will then trigger a screen to appear for then to fill out the fields displayed.  Once they complete the screen the ticket status moves to SME Input Required, but it only works for the first SME that completes the request. But all subsequent SMEs that access the ticket shows the ticket in SME Input Required status and it doesnt allow them to access the screen by the same name to input there information.

 

Is there a way to create a circular transition in the workflow or in an automation rule to allow all "Customers Involved" (SMEs) to complete the request?

 

Thanks,

Carolina Roman

Michael Andolfatto

Hi @Carolina_Roman ,

You can create a transition that starts from Status A and goes to Status A, but the problem is that the fields on the transition screen will then be accepting input from multiple people. It will be messy if they all put their information into the same set of fields.

At this point, it really depends on how you want the information to be stored. I have used plugins in the past to create a sub-task when the loop transition was fired and copied the field values filled out by Person A, and then had them wiped on the original issue so that Person B could fill it out and have the information in their own sub-task.