Can custom workflows make use of the new Service Desk automation module?

[Joel Schwartz]

Hi,

I have a custom workflow set up for "Change" type requests and was hoping I could use the new automation module to assist with a loop of service desk/customer comments similar to the built-in workflow, however, when I set up the automation rule it doesn't seem to trigger.  Is the automation module only usable with the built-in workflow?

Thanks!

[Joel Schwartz · Accepted solution]

Strange how asking the question leads you to finding the answer sometimes .

Problem was resolved by pointing the Transition Issue component to a Transition name, not a Status. 

[Marcos Sciarra]

Could you explain better this solution? When I try to use automation based on a custom workflow, it seems completely unusable, I do clic on the option of automation and nothing happens!