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Is it possible that the status of an issue automatically changes when an action is performed?

I would that the status of an issue automatically changes when an action is performed, e.g: The status an Issue send to me is in "Waiting for support" and when I reply to the customer I want the the status automatically changes to "Waiting for customer". Is it possible?

1 answer

Hi @Marco Checchelani ,


This is certainly possible.

Go to your project settings and look for automation. There you can create rules and let these rules trigger on field value changes, comments that are added and more. Take a look here: to find about the basics and go from there.


Thank you very much. I have another question: is it possible to activate automation from an email that is not related to the opening of a request? To be clearer, e.g: I got a request with low priority but I want to give to the customer the possibility to change the priority of the request in every moment. Is it possible? I saw that the customer has no access to this detail of a request, but that he can only select this detail when he opens an issue (in the first email).

You could do this by creating a transition from the current status (e.g. waiting for support) to the same status. As post-function you can change the priority.

You also need to show this transition in the portal. See here.

Thank you very much for the fast answer. I have another question: are this functionalities available for the standard contract? I am following the instructions but I cannot find the "Post-function" tab.

You need to have a classic service desk project, not a next-gen project.

If you have a classic project, just type G+G  > workflows and edit the workflow that is used by the request you were referring to. The go to diagram and create a self-transition.

Select the transition (arrow, 1) and in the right panel you should see Post functions (2).


Then click 'add post function' > Update Issue field > select priority > select a value > Add

Now save and publish the workflow

That should do it.

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