Hello @Barry Critchley
Thank you for reaching out.
Per your description, I understand you would like to move the tickets open by your customers based on the answer they add in a first form, so the ticket would have a different way and fields to be set depending on that form. Is that correct?
I believe there are two ways to achieve your goal without needing any apps:
1 - Use multiple request types/issue types:
You can use multiple issue types to define different workflows in your project, defining them to customer request types that inform in their name or description when the customer should select it.
2 - Have two possible ways in your workflow:
Using the Value field condition to determine which way the issue can follow, you can configure two separate ways in your workflow. These would be the steps:
1 - Configure two ways in your workflow (One for Situation A and other for situation B), both ways beginning in the first status
2 - Configure a custom field that will receive the answer from the customer (A or B)
3 - Configure the Value field condition to determine which way the issue can follow once they are created (First status), based on the answer selected in the custom field you created.
Let us know if you have any questions.
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