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The condition for transition from status to status is not processed by JSM

Edited

Hello!
Our project has a workflow in which for transitions from the status “Support Review” -> “Closed” and “In Progress” -> “Closed” we specified conditions that do NOT allow the agent to make the transition:
1. If the task has a Request type of “Other” or “Problem”.
2. If the priority of the task is “High” or “Highest”.
We encountered a problem that when creating a test task, these conditions do not work at all. We don't understand what the problem is. We need that under ONE OF THE CONDITIONS, a transition from status to status is impossible, only from one status to others available.
There is also a problem that we need these conditions not to apply to the groups: SysOps, DevOps, Network, which we indicate in the Team field of the task.
Here is an example of a transition and the conditions we specify:
Hope for your help234353.png

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Trudy Claspill
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
Oct 13, 2023

Hello @Viktoryia Urbanovich 

Can you describe the scenarios where these Conditions are not working as you expect?

Can you provide a screen image showing that the transition is available for an issue when you think it should not be, and show the fields that you think show make the transition unavailable?

Hello @Trudy Claspill !
Thanks for your reply!
We have set these conditions to prevent our agents from moving an issue from Support Review or In Progress to Closed when:
1. If the task has a Request type of “Other” or “Problem”.
2. If the priority of the task is “High” or “Highest”.
What is it for? This is to ensure that agents use the Client Response status before closing the task. That is, it is important for us that agents receive confirmation of task completion.
I create test problems to test these rules because they seem logical to me. What if the priority and request type are as described above, then the Closed status is not visible to agents. I can see it, just like all the other performers. I do not understand why.
We also need these conditions not to apply to the groups: SysOps, DevOps, Network, which we specify in the Team field of the task. (sc. 4)
Снимок экрана 2023-10-14 134702.pngСнимок экрана 2023-10-14 134809.pngСнимок экрана 2023-10-14 134929.pngСнимок экрана 2023-10-14 135124.png

For some reason, the conditions work the way we want them to when we select "All of" rather than "Any of", even though this makes absolutely no sense. But with the "Team" group the question remains open...

Trudy Claspill
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
Oct 16, 2023

The Conditions don't work when you select "Any of" because they negate each other.

For example you had:

Any of the following conditions:
Priority must not be equal to High
Priority must not be equal to Highest.

"Any of the following conditions means if any one of the conditions is met, then the Transition will display. 

If Priority is Highest, then the first condition is met (Priority is not equal to High). Since the first condition is met, the transition displays. It doesn't matter that the second condition is not met. You told the system that only one of the conditions needs to be met for the Transition to display.

When you choose "All of" you are telling Jira that all of the conditions must be met in order for the Transition to display.

All of the following conditions:
Priority must not be equal to High
Priority must not be equal to Highest.

If Priority is Highest, then the first condition is met (Priority is not equal to High), but the second condition is not met (Priority is not equal to Highest).  Since one of the  conditions has not been met, the transition doesn't display.

---

Regarding your second question about allowing the transition to the specified groups:

What is the Team_i field? Is it a single or multiple User Group picker field, or some other type of field?

If it is a User Group picker field then my recommendation is you create a second transition between the source and destination status. On that transition place a Condition for"User Is In Group Custom Field". Then reference your Team_i field in that condition. Do not put the conditions about Priority and Request Type into the transition.

In that manner the members of the user group(s) specified in the Team_i field will have access to a transition between the statuses even when the Priority and Request Type conditions hide the other transition.

@Trudy Claspill Thank you so much, you opened my eyes to such things!

Like Trudy Claspill likes this

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