Is it possible to go from status A to status C without any direct connection? For example to use the transition from status A to status B and from status B to status C. Ideally without any noticeable delay. I dont mind if this additional transitions are mentioned in the logs.
The goal is to get rid of the transition web for several workflows. I have also an practical example:
A Ticket was on the 2nd Level and resolved by an agent. Customer using the re-open function and ticket should be in the 2nd Level queue again. Currently I have several transitions from the status re-open to each queues. But is there a better way how to deal with it? Like saving the last known queue in a hidden field and use this field as a condition to choose the queue as soon as a ticket was re-opened. So the system goes automatically from status A -> status B -> status C -> status D and is using the existing transitions?
I hope it was clear and somebody face the same struggle.
Your best option is one of the scripting or automation add-ons. ScriptRunner and Automation both have "transition issue again if xxx" functions built in, so you don't need to code anything.
I was already thinking about scripting but thought there is a more common solution. Anyway I have already several scripts in place and will manage. Thanks for the hint.
Hey @Access Microfinance Holding AG. This sounds like a typical case for a misconfigured workflow. It would definitely help to see your current workflow and setup to help you restructuring it.
You could for example (as you've already mentioned) use a CustomField to hold your support-levels and shrink the somewhat bloatet workflow configuration.
Hello Atlassian Community! I'm Tania, a Senior Product Marketing Manager for Jira Service Desk Cloud! I'm excited to announce some exciting improvements coming up for those who work with queues and...
Connect with like-minded Atlassian users at free events near you!Find an event
Connect with like-minded Atlassian users at free events near you!
Unfortunately there are no Community Events near you at the moment.Host an event
You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events