How can I manually change the status of a request in service desk?

Within servicedesk, I know about the resolve issue and respond to customer button. My problem is that I clicked the respond to custom button to ask them about the status of their tests after making a suggestion. They responded back via email saying that they hadn't gotten the updates done yet. This automatically put the request back into waiting for support. I'd like to set this to waiting for customer, but the only way I know how to do that is to respond back to them and say ok. Is there a simpler way to do this?


2 answers

If you don't want to create custom workflow for Service Desk, and just want manually to change the status, you can try automation rules

  1. Open Project Settings > Automation
  2. Add Rule > Custom rule
  3. Name: Toggle Worfklow Status
  4. Conditions
    1. WHEN: Comment added
    2. IF Comment is internal & Comment contains Toggle Status & Issue Matches status = "Waiting for Support" THEN Transition issue Respond to Customer
    3. ELSE IF Comment is internal & Comment contains Toggle Status & Issue Matches status = "Waiting for Customer" THEN Transition issue Respond to Support
  5. Enable Rule: Yes
  6. Save


Now when you go write internal comment "Toggle Status" to ticket, the worfklow status changes from "Waiting for Support" to "Waiting for Customer" and vice versa

Sounds like your workflow transition has a "Screen" involved. Create a new transition to the the status you want that does not have a screen. 

I had a similar problem and added a transition to the workflow but I am unable to change the status manually.  Do you have the list of properties that need to be applied to the transition?


Suggest an answer

Log in or Join to answer
Community showcase
Teodora [Botron]
Published Thursday in Marketplace Apps

Jira Inferno: The Nine Circles of Jira Administration Hell

If you spend enough time as a Jira admin - whether you are managing a single, mid-sized instance, a large enterprise one or juggling multiple instances at once - you will eventually find yourself in ...

240 views 0 11
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
Atlassian Team Tour

Join us on the Team Tour

We're bringing product updates and pro tips on teamwork to ten cities around the world.

Save your spot