Automation JSM Issue

Question

Hy!

I have a problem when performing an automation. I need that when a customer comments on a Ticket that is in a resolved status, the automation is activated and automatically changes the status to "Open".

I have created the following automation:

When ->Commented Issue. The rule is executed when a new comment is added to an issue. Then--> Perform Issue Transition- Moves an issue from one state to another, through the workflow. Choose the state to move the issue to: OPEN

When I launch it I get the following error: Perform incident transition The target state could not be resolved. If you use a smart value, make sure that it resolves to a numeric status ID or an untranslated name for the issues (with the current status): IHD-228 (Open - 1).

I'm doing something wrong. Thanks for the help.

John Funk · Accepted Answer

Hi Pablo,

Can you share a screenshot of the actual rule please?

But also, is there an existing transition in your workflow that goes from Resolved to Open? And if so, are there Conditions on that transition?

Pablo Marín · Accepted Answer

Thanks for your answer, it was just that there was a field not contemplated in the workflow and it was giving me an error. Now corrected it works perfectly. Thank you John, have a nice day!