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How do I set up an automation to change transition status based on the assignee?

Hi,

 

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?

 

Cheers

1 answer

0 votes
Riley Sullivan
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Rising Stars are recognized for providing high-quality answers to other users. Rising Stars receive a certificate of achievement and are on the path to becoming Community Leaders.
Sep 22, 2023

Hello @cmclean 

 

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. 

Screenshot 2023-09-22 at 3.44.19 PM.png

 

Give that a shot and see if that works. Hope this helps!

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