Automated comment and issue closing on status done

Martin Hirsch

We are working with a service management project for the customers and a software project for the developers. If a software issue was closed, i want to ask the developer if the service management projet issue (if available) should be closed also and send a comment to the customer via the service management project.

I see no way to do this via automation, is this right? Can i solve this with a transition?

Trudy P Claspill

Hello @Martin Hirsch 

You could create a custom field (a checkbox, or single select list with Yes/No), put that on a screen that you add to the transition to "closed", and use that to prompt the person making the transition to provide an answer to the question.

You could then have an automation rule that evaluates their response and takes the appropriate action.