It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Using Auto Transition Listener and JIRA Service Desk

We are currently Auto Transition Listener to transition an issue from "Waiting for Customer" to "Under Investigation". This seems to be working fine. We are also using JIRA Service Desk's SLA functionality. We have an SLA that is set to pause when the status is updated to "Waiting for Customer", then resume when moving back to "Under Investigation". The problem we are having is that when this transition is done automatically via the listener, the SLA does not resume. Is there something we need to do to trigger the SLA to resume?

3 answers

1 accepted

0 votes
Answer accepted

Hi Scott,

I tried reproducing your issue with the JIRA toolkit plugin version 0.35.7 but the SLA state was updating as expected. I would recommend you to contact Atlassian support.

Regards,
Michael

We have the same problem. Workflow with statuses "Waiting for User", "Waiting for Service Desk" and transition from first to second one. When issue is in the status "Waiting for user" SLA is paused. In case "Waiting for Service Desk" time of SLA is running. If we launch this transition manually, it all works perfect. We have also auto transition listener triggered by user' comment - it works almost good: transition is realized, status changed from "user" to "service desk", as we defined, but SLA is still paused and we don't know why.

SLA field "Pause on (Optional) Time is not counted during" is filled by "Waiting for User" status only. If we recalculate and update SLA manually, time is starting. What we should do more?

JIRA 6.3.8, JIRA Service Desk 2.1.1, JIRA Toolkit Plugin 0.35.11.

OK, problem solved. I gave up with JIRA Toolkit, instead of it I use JIRA Automation plugin - it works without any troubles, as we need.

 

Regards,

Bart.

Suggest an answer

Log in or Sign up to answer
This widget could not be displayed.
This widget could not be displayed.
Community showcase
Published Apr 08, 2019 in Jira Service Desk

What's new in Jira Service Desk Server: A stylish new portal in 4.1 - April 2019

Hello Atlassian Community!  I'm Teresa, the Product Marketing Manager   for Jira Service Desk Server at Atlassian. Curious about the latest updates in the Jira Service Desk Server...

351 views 0 3
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