Is it possible that the status of an issue automatically changes when an action is performed?

Question

I would that the status of an issue automatically changes when an action is performed, e.g: The status an Issue send to me is in "Waiting for support" and when I reply to the customer I want the the status automatically changes to "Waiting for customer". Is it possible?

Rudy Holtkamp · Answer

You need to have a classic service desk project, not a next-gen project.

If you have a classic project, just type G+G  > workflows and edit the workflow that is used by the request you were referring to. The go to diagram and create a self-transition.

Select the transition (arrow, 1) and in the right panel you should see Post functions (2).

Then click 'add post function' > Update Issue field > select priority > select a value > Add

Now save and publish the workflow

That should do it.

Marco Checchelani · Answer

Thank you very much for the fast answer. I have another question: are this functionalities available for the standard contract? I am following the instructions but I cannot find the "Post-function" tab.

Rudy Holtkamp · Answer

You could do this by creating a transition from the current status (e.g. waiting for support) to the same status. As post-function you can change the priority.

You also need to show this transition in the portal. See here.