How to disable Workflow Status Auto-transition?

Question

Hi, we've using JSM for quite sometime and noticed that some tickets were getting auto-transitioned by the admin from "Waiting for Support to "Waiting for Customer" which was never done by the said staff.

This instance does not happen to all of the tickets, but only to few.

Hence, we would like to have this disabled or not happening in the future again.

Thoughts?

Joseph Chung Yin · Answer

@Darwin Bulawan

Excellent, you just need to either delete/disable it.  If it is still needed, then you will need to modify the criteria to exclude your issues from being auto-transitioned.

If my suggestion answered your question, please kindly click on the Accept answer button when you have a chance.

Best, Joseph

Darwin Bulawan · Answer

Hi Joseph,

There seems to be rule set in our JIRA pertaining to this instance. :(

Joseph Chung Yin · Answer

@Darwin Bulawan -

You need to check the "Automation rules" running against your JSM project.  From there you should find one that was triggered for your specific issues you mentioned.  You can then disable those automation as appropriate.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.