"transition on comment" automation rule not updating status in support portal

We have the default "transition on comment" rule enabled in our service desk (version 3.8.1). If the customer adds a comment using the portal the issue status is not immediately updated; the status set by the automation rule isn't visible until the user refreshed the portal. 

1 answer

This widget could not be displayed.

 Hi Maarten,

This sounds like a bug we had in Jira Server that had been fixed:

I see your Service Desk version is 3.8.1, but can you just confirm with me your Jira Server version itself? 

You can also try the workaround here:

  1. Run the workflow check - check workflow current step entries in the integrity checker, this will show that there are issues which require fixing:The current step associated with the workflow entry with idxxxxx has an incorrect stepId.
  2. Use the Fix button and JIRA will fix the issues directly in the database.

Let me know if you have any trouble!

Kind Regards,
Shannon

We're on Jira 7.5, and the integrity check doesn't give any errors. One thing I noticed is that this issue only occurs when adding a comment via the "inline" comment field. 

Hi, Maarten,

Inline comment field as opposed to what - via email? Just for clarification.

At any rate, can you try tailing your Atlassian Jira logs and then have your customer user make the comment, and see if anything there looks suspicious? Please share with us if you do.

Kind Regards,
Shannon

I'll check this on Thursday or Friday, I don't have access to this Jira instance at the moment. 

No problem, Maarten!

Speak then :) 

Kind Regards,
Shannon

OK, I had another look. Somehow it's working now, feel free to close this issue and we'll reopen it if this occurs again. 

Thank you for the update Maarten.

Take care!

Kind Regards,
Shannon

Suggest an answer

Log in or Sign up to answer
Community showcase
Published Aug 13, 2018 in Jira Service Desk

Jira Service Desk – Don’t be afraid, the journey begins with curiosity!

...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...

10,762 views 9 28
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