I am exploring the functionalities of creating incident in the JIRA service desk via mail channel. While we can add comments, add attachments etc but is there is a way to transition an incident. For example, customer sends a mail, which create an incident in the service desk. Now agents needs more information on it and puts it in 'wait for customer'. How customer can send it back to agent i.e. how to trigger 'Send to support'? Is it only possible via portal only? Or is there a way via mail as well?
Hey there, you can do it with Automation of your service desk. The rule is called "Transition on Comment"
When Comment is Added -> If Issue matches Status = Waiting for Customer, Comment is Public, User is not an agent -> Then Transition to Waiting for support
Hope I helped,
Thanks for your reply. But 'waiting for customer' and 'waiting for support' was just an example. The requirement is to enable it for all the transition of the workflow. For example, when support provides a solution, customer gets options either to 'Close' it or 'Re-opens' it. In both the cases, customer would add public comment. But post actions will be different, right? Or do you feel that this scenario can also be automated?
Yes. For example, if customer Reopens, then will say, "issue did not resolve" but we cannot control, what customer will write. That is the problem, if we try with automation, i think we need some sort trigger, right? That is bit difficult to fix in this case. Or you have any suggestation on it?
If customer wrote just a comment with the word "close" or "reopen" you could add the "Comment Contains" -> Close on your "Transition on Comment" automation rule, but if he write something else you will lose the transition. So the best way is to create a status that no matter user will write, the issue will be transitioned to this specific status and then the agents will close or reopen the issue. That's why the default workflow of Service desk has the Waiting For Customer -> Waiting for support statuses.
...be more productive while being fun to use at the same time. For some, getting started can be a bit intimidating. This is especially true if Jira Service Desk is your first exposure to Atlassian...
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!
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