Automation help needed (when this happens trigger)

[Jennifer Gardner]

Hi,

I'm new to Automation so I'm looking for some help.

The workflow I am using means that when a new incident comes into the service desk it has a status of 'new'. What I want to happen, is that when the incident is assigned I want it to automatically transition to 'In Progress'. I think I have the rule correct apart from the initial 'when this happens' part of the rule. I'm struggling because I'm restricted to what I can use. I've tried simply using 'issue created' but it failed and I understand why.

Please help!

[Colin Helke · Accepted solution]

One way you could avoid having to transition the issue and assign the issue, is to have the issue assign to whoever transitions it. You can use the "Assign to Current User" post function on this page Advance Workflow Configuration. So now you just have to click "In Progress" and the issue is assigned to you.

[Jennifer Gardner]

Thank you, I will give this a go :-)

[Jennifer Gardner]

It worked a treat! Thank you very much.

[Jennifer Gardner]

Hi,

Apologies in the delayed response.

I've tried this again by creating a new incident and I get the same result.

[Jobin Kuruvilla [Adaptavist]]

Why do you have 2 screenshots, one with assignee and one without it? How did the assignee get populated in the second screenshot? Probably that is why the rule is not executed?

[Jennifer Gardner]

I populated it manually. So when an incident is assigned I want the status to automatically change to 'In Progress' from 'New'. Thanks.

[Jobin Kuruvilla [Adaptavist]]

Your automation rule is triggered only when the assignee is not empty when the issue is created. Try populating the assignee on the create screen itself and see if that makes a difference.

[Jennifer Gardner]

Ok, thanks. So how do I go about creating an automation rule to achieve what I need? When the incident comes into the Service Desk it has the status of 'New'. When it is assigned to an agent I want the status to automatically transition to 'In Progress'.

[Jobin Kuruvilla [Adaptavist]]

I am afraid you can't do this automation tool as it doesn't support an "Issue Assigned" event. You might want to look at other plugins like Scriptrunner or JIRA Toolkit to do it.

See this discussion: https://community.atlassian.com/t5/Jira-questions/How-to-change-issues-status-on-assign/qaq-p/421418

[Jennifer Gardner]

Sorry in the delay. Thank you for your response.

[Jobin Kuruvilla [Adaptavist]]

"Issue Created" should work fine. Do you have any workflow conditions or validators that is stopping the transition? O any error in the logs?

[Jobin Kuruvilla [Adaptavist]]

You might also want to try the "Entered Status - New" option.

[Jennifer Gardner]

Hi Jobin Kuruvilla,

Thank you for your reply.

Below is a copy of my workflow. Apologies, but I'm not sure where I need to look for the workflow logs.

I can manually set the transition to 'In Progress' from 'New'.

I will give your suggestion a go i.e. "Entered Status - New" option.

[Jobin Kuruvilla [Adaptavist]]

You can click on the "In Progress" transition and see if it has workflow conditions or validators under it that will prevent the transition up on creation.

The logs I was referring to can be found in atlassian-jira.log file under JIRA_Home/log folder.

[Jennifer Gardner]

[Jennifer Gardner]

Found the logs :-) can't see anything that mentions any errors.

[Jobin Kuruvilla [Adaptavist]]

Cool. Reviewing your screenshot again, it looks like the issue AS-7 didn't match the query you have. Can you check why? Maybe it has a different status or it already had an assignee by default?