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Transition rule issue Edited

I have a simple rule in the next gen service desk - when i assign a user the status will transition.  I have 3 users with 3 corresponding transition status 

They align with the workflow order - but the names and status get mixed up for 2 of them

I thought it might be to do with permissions - they are all agents but maybe they have to be set up to:    talks of rule actors need correct permissions?

Are you able to shed a bit of light on this problem


trainsition issue.png

2 answers

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Answer accepted

Hi @Jenny Thompson I am not sure if I understand the issue but on the first look I think your automation is not configured correctly.

Your condition (is assigned to) is not on the same path as your action. It should be:

  • assignee changed > for current issue > if assignee is? > then transit the issue to status?

But I am not really sure I understand it 🙂

Hi Martyn - thanks for your response. I didnt mention that i intend to have a number of people as potential assignee hence the condition 'is one of' and i would have the value as the list of assignees.  What i am trying to do is match any name from the list of assignees to the status 'Specialist Analyst - so  - when a person in the list gets assigned a ticket the status will change to Specialist Analyst. 

Your reply makes sense if assignee is one specific person only - but i have used condition 'is one of' so it can match to a list of people.

However - the status is not working it will change but to another status which follows the same rule but for a different set of users.

Hi @Jenny Thompson ok, but than you have to configure the transition to be done in the branch where condition is set:


Yes - fixed.

Thank you martyn

Hi @Jenny Thompson ,

As @Martin Bayer _MoroSystems_ s_r_o__  suggest it is the rule problem. can you please describe your questions more clearly as I am also can't understand it better?

Hi - hope this is clearer

Here is the rule: Set status on assignee to specialist analyst

  1. When the value changes for the field: Assignee   
  2. For the current issue 
  3. If the field Assignee  

 is one of   (eg the condition)

Cecilia Hedberg; Julia Smith; Magdalena Lis-Podjaska   (eg the values that the condition compares to)

4. Then transition the issue to the destination status Specialist Analyst   (Change the status field to specialist analyst)


So basically if I add one of the 3 user names in the assignee field then the status field should change to Specialist Analyst.

Sp A error.pngThe problem is the status field is not changing.

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