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Configuring a workflow.. Clock doesnt stop...

ladis salvador

Hi guys,.

We're trying to create an worflow for a specif customer. They want the issue to be initially/automatically put to 'on hold' as they are logged/created... so it's this stage the clock is off. Then the clock when they escalate the ticket to us.

As result of that a workflow was created with 'on Hold' as starting progression of the worklow(step 1), then escalate to our support team (step 2).

As we're running test it didnt went as we expected. First as the ticket is createt altough is on Hold status but the clock it doesnt stop still running.. only when escalated to support and then back to 'On Hold' that the clock stops as excepted.

so is there any way to create a worflow based on that scenario...

Thanks

Ladis

Accepted answers

All comments

Nic Brough -Adaptavist-

How are you implementing the "clock"?

ladis salvador

Hi Nic,

Basically we've created few workflow schemes for diffrent customers, and we also have an extended SLA plugin for our customer. we've added some more 'status' and that's staus are reflected in our SLA plugin. here's the code part:

if ("status".equals(gv.get("field"))) {
String[] check = conditions.getConditions();
for (int j = 0; j < check.length; ++j) {
clockOn = check[j].equalsIgnoreCase((String)gv.get("newstring"));
if (clockOn)
{
if (!"SUPPxxxx-13".equals(issue.getKey())) break;
System.out.println("[DEBUGGING_SLA_3]--> Clock ON now");

break;
}

if ((clockOn) || (j + 1 != check.length) ||
(!"SUPPxxx-13".equals(issue.getKey()))) continue;
System.out.println("[DEBUGGING_SLA_3]--> Clock OFF now");
}

}

boolean clockCheck = (prevClockOn) && (!clockOn);

boolean closed = false;

my question can we start any workflow status another then 'open'?

Nic Brough -Adaptavist-

I'm not sure what your code is doing, but yes, you can have a workflow start in any status you want. I think of the "create" process as a transition that doesn't have a start status, but does have an ending status. I've not tried the workflow designer in anger, but in the old workflow editors, you could open up the "open" status, click on the incoming create transition and then edit it's landing point to any other step in the workflow. You can only have one "create" transition, and hence landing point in a workflow, but you can set it to anything you want.

Susan Hauth _Jira Queen_

I can recommend the plugin from Valiantsys: https://studio.plugins.atlassian.com/wiki/display/VSLA/VertygoSLA which can manage the whole idea of a clock and has the ability to "freeze" statuses. Take a look

ladis salvador

Thanks Susan

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