Auto Transition when a "public" comment is added

We have added additional fields to our Service Desk workflow.  How do I get an issue to auto-transition back to the customer when a "public" comment is added to the ticket by the Service Desk Agent?

The transition is called "Contact customer" and it transitions a ticket from "In Progress" to "Waiting fro customer"

I have added the following properties to the transition:

sd.action.key     sdInProgressToWFCustomer

jira.i18n.title       sd.workflow.itsupport.v2.transition.contact.customer.title

jira.i18n.submit  sd.workflow.itsupport.v2.transition.contact.customer.submit

 

The properties on the status's are as follows

In Progress:

sd.step.key   sdInProgress

 

Waiting for Customer:

sd.step.key   sdWFCustomer

1 answer

1 accepted

Hey JT,

Upgrade to Service Desk 2.4 and use new Automation feature. Note, you will have to make changes to your workflow and remove old properties.

https://confluence.atlassian.com/display/Cloud/Automating+your+service+desk

Thank you for the response. Service Desk 2.4 requires JIRA 6.4. Currently we are on JIRA v6.3.15. Is there a workaround until we can do the JIRA upgrade?

Suggest an answer

Log in or Sign up to answer
How to earn badges on the Atlassian Community

How to earn badges on the Atlassian Community

Badges are a great way to show off community activity, whether you’re a newbie or a Champion.

Learn more
Community showcase
Published Jun 14, 2018 in Jira Service Desk

How the Telegram Integration for Jira helps Sergey's team take their support efficiency to the bank

...+ reading Fantasy). The same is true for him at the bank he works for: Efficiency is key when time literally equals money. Read on to learn how Sergey makes most of the time he has by...

794 views 5 7
Read article

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you