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Add a status with Condition on transition for JIRA Service Desk 2.0

Olivier Alberti

I'm trying to add a status to JIRA HELP DESK

in order to :

Waiting for Customer -> Waiting for Support
Waiting for Support -> Waiting for Customer
Waiting for Technician -> Waiting for Customer
Waiting for Customer -> Waiting for Technician

1 and 2 is "out of box" in JIRA Service Desk.

I have an Issue when I make an internal comment when the status is "Waiting for Technician". The transition occurs :

Waiting for Technician -> Waiting for Customer

How to put a restriction in order to restrict the transition, because It's an internal comment and not for the customer...

I have JIRA Help desk 2.0.4

JIRA Misc WORKFLOW

Automation

JIRA Workflow toolbox

Any help will be appreciate.

Accepted answers

Boris Berenberg

I think you just need to use a condition on the transition. Take a look at: https://confluence.atlassian.com/display/JIRA/Advanced+workflow+configuration#Advancedworkflowconfiguration-conditions

All comments

Boris Berenberg

I think you just need to use a condition on the transition. Take a look at: https://confluence.atlassian.com/display/JIRA/Advanced+workflow+configuration#Advancedworkflowconfiguration-conditions

Olivier Alberti

Screenshot from 2014-11-28 16:20:19.png

Thank for your help but, It' s the same problem.

When I write a comment in " internal comment tab", the transition occurs..

Do you have an another idea ?

Thanks

Screenshot from 2014-11-28 16:20:19.png

Marketa Dvorack1

Hi Olivier,

if it's still an issue... could you specify how does the transition happen? What is driving the change? Because just like this transitions don't happen on a comment, so you must have set it up. It is necessary to know how, to be able to say how to further limit it.

Olivier Alberti

Automation plugin resolved my issue

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