Scenario: I have different Current Support Level. If The Current Support Level is not "Level 0", then hide the "Escalate to Lvl. 1" status from all the users. "Level 0" = Enable only Escalate to Lvl.1 "Level 1" = Enable only Escalate to Lvl.2 Steps taken: (didn't work) * Go to the workflow transition Open > Escalate to Lvl. * Add a Condition using an Insight field to set the Condition Add Condition > Value Field Field: Current Support Level (Insight field) Condition: = Comparison Type = String Value: I tried few and none of them works. Name = "Level 0" | Level 0 | "Level 0" | "Current Support Level.Name"="Level 0" etc. * Publish

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How to use an Insight field value as a workflow transition condition

BG Pantaleon

Scenario:

I have different Current Support Level. If The Current Support Level is not "Level 0", then hide the "Escalate to Lvl. 1" status from all the users.

"Level 0" = Enable only Escalate to Lvl.1

"Level 1" = Enable only Escalate to Lvl.2

Screen Shot 2022-11-17 at 2.54.05 PM.png

Steps taken: (didn't work)

Go to the workflow transition Open > Escalate to Lvl.

Add a Condition using an Insight field to set the Condition

Add Condition > Value Field

Field: Current Support Level (Insight field)

Condition: =

Comparison Type = String

Value: I tried few and none of them works. Name = "Level 0" | Level 0 | "Level 0" | "Current Support Level.Name"="Level 0" etc. Screen Shot 2022-11-17 at 3.00.03 PM.png

Publish

Accepted answers

All comments

Joseph Chung Yin

@BG Pantaleon -

You may need to ensure that your Insight field (source) Jira/JSM custom field properly configured and applied to the issue?

If so, have you tried to just enter the value without the "" characters? Lastly, you may what to give the actual Insight object key in the comparison instead of the actual value. Sometime when dealing with custom field sourced from Insight is a bit tricky.

Let me know of your findings.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

BG Pantaleon

@Joseph Chung Yin - that is the first one that I have tried. I mentioned that above. Thanks.

Joseph Chung Yin

@BG Pantaleon -

So testing against Level 0 without the " marks didn't work? Can you try to see if you can use the Insight object key of that object?

Lastly, can you share your custom field configuration with us that you have defined for your project's issue?

Best, Joseph

BG Pantaleon

yes, Level 0 without "" doesn't work. The Escalate to Lvl.1 disappears on the transition.

Screen Shot 2022-11-17 at 8.02.38 PM.png Screen Shot 2022-11-17 at 8.03.27 PM.png

Even the asset key doesn't work. The Escalate to Lvl.1 disappears on the transition.

Screen Shot 2022-11-17 at 8.04.15 PM.png

Which specific custom field you wan to see in the field configuration? I cannot send the whole thing.

Screen Shot 2022-11-17 at 8.09.49 PM.png

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