Fast-Tracking Service Desk issues depending on component

[brucebentley]

We're in the process of setting up an internal support service desk, and I'm running in to a brick wall while attempting to route issues.

What we're hoping to accomplish is this:

Scenario #1 -

1. Customer creates a new ticket with component of "System"
2. This new ticket goes to a brief status of "OPEN".
   • For the "System" component, I have set the default assignee to 'Unassigned'
   • All tickets with 'Unassigned' should automatically route to a new status of "Waiting for Triage"
3. This newly created ticket should fast-track to a status of "Waiting for Triage" until a member of the internal support team assigns it to the appropriate person.

Scenario #2 -

1. Customer creates a new ticket with a component of "IT Help"
2. This new ticket goes to a brief status of "OPEN"
   • For the "IT Help" component, I have set the default assignee to "Component Lead" (which is me in this scenario)
   • All tickets with a component & a default assignee user should automatically route to a new status of "Assigned"
3. This newly created ticket should fast-track to a status of "Assigned" so that the component lead can begin working on the issue.

The issue that I'm running into is that it's currently routing correctly on a 50/50 basis. Sometimes it doesn't update the status to Assigned & everything just sits in Waiting for Triage. Whereas I can open the same exact kind of ticket 2 minutes later, and it will automatically update the status to Assigned like we want it to.

In the included screenshot of the workflow mockup, I have 2 script workflow functions on the "OPEN" transition (after the Fire Event function) that read the following:

Workflow-Example.png

Condition: 			issue.components*.name.contains('System')
Action: 			Waiting For Triage
Additional Code: 	issueInputParameters.setAssigneeId('Unassigned')
 
 
(The thinking behind this is that if a ticket comes in with a component of "System" it should fast-track to the Waiting For Triage transition & the assignee should = Unassigned...)

Condition: 			! issue.components*.name.contains('MBO System')
Action: 			Assign
Additional Code:	(currently blank) 


(The thinking behind this is that if a ticket comes in with any component other than "System" it should fast-track to the Assign transition & the assignee should = whatever is set as the default assignee on the project component configuration...)

Any help on this would be GREATLY appreciated!!! Thank you in advance.

[JamieA]

> issueInputParameters.setAssigneeId('Unassigned') That won't do what you think it will. You need: issueInputParameters.setAssigneeId(null)

[JamieA]

Your two conditions are not mutually exclusive. Are they supposed to be? At most only one fast-track should happen.

[Andrew Wolpers [BlackPearl PDM]]

Hmm, I'm almost wondering if this would be something API should handle. Maybe the answer of the question here could help? https://answers.atlassian.com/questions/107630/jira-how-to-change-issue-status-via-rest

[brucebentley]

Even with conditions on each of the destination statuses, it is still 50/50. It's almost like the post-function steps process backwards randomly. These are currently the Post Functions for the "Create" transition:(in this order) 1. Creates the issue originally. 2. Re-index an issue to keep indexes in sync with the database. 3. Fire a Issue Created event that can be processed by the listeners. 4. Script workflow function : Fast-track transition an issue : If the condition is met the action 121 Waiting For Triage will be applied. (Code Block #1 above) 5. Script workflow function : Fast-track transition an issue : If the condition is met the action 11 Assign will be applied. (Code Block #2 above) Additionally, I've got the following condition in place on the "Waiting for Triage" transition: Script workflow function : The action will be allowed if the issue matches the JQL query: "project = SUPPORT AND component = "MBO System" AND assignee in (EMPTY)"

[Andrew Wolpers [BlackPearl PDM]]

I was going to suggest the use of "Conditions" myself. But have you also tried to have this looking for a script, too? Assuming you're using "Misc Workflows Extensions" and/or ScriptRunner. Your If/Then statements can be much more robust.