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Automatic workflow transition from "Waiting to customer" to "In progress"

ashleyg

We have workflow where steps are like:-

open->Inprogress->Waiting for customer->......

waiting for customer->In progress

So here whenever we set status to waiting for customer i want that only the reporter(not the watcher) whenever comments back on the issue either via mail(as we have mail handler configured) or simply through issue commenting then automatically the status should change from "waiting for customer" to "In progress" so that the assignee doesn't have to manually do that.

One alternative could be use of listener but i really don't know how that should go.

Please provide your suggestions on this and if you need any more info please let me know.

Accepted answers

All comments

First you will need to ensure the JIRA Toolkit Plugin has been enabled on your instance.
This plugin comes bundled with OnDemand, but can be disabled. Enable this through the Manage Add-ons option on your instance.

From there, the Auto Transition Listener should be providing the functionality you are looking for.
The documentation linked provides all instructions required to set up the conditions to which the listener functions in order for it to perform the transition of issues from 1 status to the other. I hope this helps.

Svante Gustafsson Björkegren

Hi Ashley,

Since you are on OnDemand the listener approach is not available (See https://confluence.atlassian.com/display/AOD/Restricted+Functions+in+Atlassian+OnDemand#RestrictedFunctionsinAtlassianOnDemand-JIRAfor details)

I am not that familiar with Webhooks in AOD but that may be a way forward. (see https://confluence.atlassian.com/display/AOD/Managing+Webhooksfor details)

Maybe you can have the webhook call the REST API and transition the issue for you.

Just a thought!

Cheers,

// Svante

Svante Gustafsson Björkegren

Ahh, didn't know the JIRA Toolkit Plugin was bundled with AOD!

That is a great solution!

ashleyg

Hi Mick,

Many thanks for your suggestions but it would be better if i explain you my trouble in a better way.

I configured the listener correctly but i couldn't achieve exactly what i wanted.

Let me explain:-

Lets asy i am admin of my project and i have xyz under contributor who just has the permission to create issue,comment issue and send attachment.

I made xyz to create issue and he created test1 issue as reporter.

Now i assigned that to me and status hence changed to In progress. From In progress we have one transition called waiting for customer which i executed adding some comments.

Now that reporter xyz can see the issue but when he comments on that i just see the issue updated with comment but no automatic transition having taken place from current "waiting for customer" to "in progress"

I set the listener as follows:-

Project key:- correct

status id:- that for "waiting for customer"

Action id:- the transition id which takes state from "waiting for customer" to "In progress"

Event Id:- 2 for issue updated as i couldn't see any event id for issue commented

Only do when the current user is the reporter? true

Please let me know your suggestions on this as i would be more than happy to get it resoklved at the earliest.

Thanks,

Ashley

Hi Ashley,

The issue commented Event ID is "6" in my test environment. In case this event is not available to you, I would suggest you create a support request and refer to this post for further review

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