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My place of work is transitioning to using Jira as a support ticket platform. I'm trying to set up an automation to make it so that when a ticket comes in, it's "waiting for support" then when it gets assigned to one of us "agents" it changes to "in progress".
I had previously set up an automation that goes back and forth between "in progress" and "waiting for customer" depending on who the last comment/update was from. It worked/works fine but now it depends on the other automation working.
Current automation looks like -
When: Value changes for - Assignee
If: all match
- Status equals "Waiting for Support"
-Status does not equal "in progress"
- Assignee is one of *Our usernames*
-- Then: Transition the issue to - In Progress.
I don't understand what i'm doing wrong, any suggestions?
I have a similar automation set up. However, I use the trigger Issue Assigned. Instead of looking the for the value to change the assignee, this will trigger when the issue is assigned.
Give that a shot and see if that works. Hope this helps!