We just upgraded JSD from v3.1.9 to v3.5.2 and are experiencing an issue with some Automation we had setup. The Automation is pretty basic and worked before with JSD v3.1.9, but with the upgrade, it's now buggy. Not sure if this a known bug? I didn't come up with anything in my searching, so posting it here in hopes of a good solution :) TIA!
WHEN Comment added
IF Issue matches: Status in ("Waiting for Customer", Resolved)
THEN Transition issue: Waiting for Support
Issue at Hand
The issue we're experiencing is when a comment is made durning the workflow transition when placing the ticket into the "Waiting for Customer" status, the above automation is triggered and sending it immediately back into "Waiting for Support".
Based on the ordering of the essential post function steps (which can't be re-ordered), I see on the ticket history that the ticket is moved into "Waiting for Customer", and then the comment is added. I believe if we could update the ordering so comments are added before the ticket officially transitions, this would resolve the issue we're facing. Not sure why it worked before as this doesn't look to have changed.
Open to suggestions! TIA
These essential post functions cannot be deleted from a transition or reordered.
After quite a bit of playing and searching, looks like there's a fix in Cloud, it just hasn't made it to Server yet:
So now I just need to find a workaround until the fix is available .. Still open to ideas!
...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