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Automation and issue transitions

Mariano_93cg92

Hello Experts! I looked up some info on the community, but could not really find this specific case.

Transition issues based on automated triggers: Am I doing it right?

Maybe it's my workflow that is wrong, maybe I need to set the workflow to be allowed to transition from Open to Waiting for Customer directly, because Otherwise Jira Automation doesn't know which course to take?

When I create an automated rule to transition an Issue, I have to transition through all of the intermediate statuses. Is this correct?

Accepted answers

Gaurav_0av1h6

Hello @Mariano

I understand your use case which is a classic example of customer support. I would suggest having a transition from OPEN to the desired (WAITING FOR CUSTOMER) status.

Just a caution here, the conditions used (External Comment and Status as OPEN), would trigger the issue to change status to WAITING FOR CUSTOMER, even if the customer posts a comment on the issue from the portal.

All comments

Gaurav_0av1h6

Hello @Mariano

I understand your use case which is a classic example of customer support. I would suggest having a transition from OPEN to the desired (WAITING FOR CUSTOMER) status.

Mariano_93cg92

Hello Gaurav, and thank you!

Ah, I will add the {{comment.author}} equals assignee condition to it.

However, is there a way to specify not a single asignee but someone inside the company?

Mariano_93cg92

Also, does anyone know if there's a full cheat sheet or list with all smart values compared?

The help section does help, but it's separated in subsections, and sometimes I find myself looking around a lot.

Gaurav_0av1h6

Hello @Mariano

I do not think that there is any way to specify all company members in a single rule unless all your company members have a unique identified and set up maybe like <company_name - employee_name>.

Also, I have not yet come across any cheat sheet and refer to the documentation every time. It is a good idea for a quick reference but I think it will end up being the same size.

Mariano_93cg92

Thank you @Gaurav ! I will follow your recommendations , thanks again!

Joshua.Sampey

I am also struggling with knowing what to put in the fields. Finding your original question finally got me though a wall I hit in getting this to work. I was thinking that there would be a way to add an exclusion that states if the creator/reporter comments then it would not trigger the waiting for customer transition but I can't figure out how the syntax for it.

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