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After customer approved transition to different status

Meytal BM_tgpmuh

Hi all, we allow our customers (aka our employees) to Approve / Decline part of the workflow for our incidents. In this case, if our customers Approved and one of the field values "deploy" = Yes, i want to transition them to a different status than the one I set in the workflow (closed).

I tried doing this (see image below), but i keep getting the errors "

Destination status could not be resolved. If using a smart-value ensure this resolves to a numeric status ID or untranslated name for issues (with current status):"

What am i doing wrong?

thanks

Accepted answers

Walter Buggenhout

Hi @Meytal BM,

The trigger of your automation rule says that your issue must have been transitioned to status Done.

Based on your description, my guess is that you don't have a transition from Done to Ready for Deployment in the workflow of your issues.

Hope this helps!

All comments

Walter Buggenhout

Hi @Meytal BM,

The trigger of your automation rule says that your issue must have been transitioned to status Done.

Based on your description, my guess is that you don't have a transition from Done to Ready for Deployment in the workflow of your issues.

Hope this helps!

Meytal BM_tgpmuh

Thats right. I was trying to avoid that. Meaning i want to capture the Approve Call To Action so that instead of going to Closed, it will go to Ready for Deployment. I prefer not letting it go to Closed, then to Ready for Deployment. Is there a way to prevent that?

Walter Buggenhout

Yes, certainly. First of all you'll need to make sure that you have transitions in your workflow for every path you want your issue to follow.

Your approval step is now on the transition from Waiting for Approval to Closed. If your most common scenario is to transition to Ready for Deployment, then make sure you add your approval step there instead. You can then perfectly continue from the example you shared, but turn around the logic. So after the issue transitions to Ready for Deployment and you would like to automatically close the issue, apply that transition.

The key is most likely in your workflow design, where you need to make sure transitions are defined between each status you want to move into.

Meytal BM_tgpmuh

I didnt think about it that way, but it does make sense.

Most comment is Waiting for Approval -> Approved -> Closed, but sometimes, we may need to transition it to Ready for Deployment instead of Closed which depends on a custom field (radio button = yes).

In my Workflow, after Approved = Yes, it transitions to Closed, not ready for deploy.

I guess I thought I can fork Ready for Deploy by capturing the Approve call to action somehow so that instead it goes to Closed, i can fork it to Ready for Deploy if that specific custom field is Yes.

But what you're saying, instead of doing that, I should change my workflow to Waiting for Approval -> Approved -> Ready for Deploy and if that Custom field was Yes, I leave it in Ready for Deploy, otherwise automatically transition it to Closed. Right?

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