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Workflow complexity




Am I the only one struggling with the JSD workflows? I don't understand the diagrams and edits.

Current situation: When a new ticket is incoming, it receives the status: Waiting for support. This is fine. However, when an agent sends the first reply, the status is changing to 'Waiting for customer. And that is wrong. The status should be 'in progress', because it is handed over to development.


After development found a solution or a fix, the customer receives an email, they need to approve the acceptance release. Then the status can change to 'Waiting for customer'

I want to achieve something like this, but I have no idea how. Can you guys point me in the right direction ? This is not a strange or abnormal flow, right?

Naamloos 5.png


1 answer

0 votes

@Daan Gönning -

You will need to update the default AUTOMATION rule to change that action where Agent response to the ticket and the issue's WF change to "Waiting for Customer".  You can also adjust it to achieve what you wanted (i.e. the issue status go into "In Progress").

Access "Project settings" and select the Automation option -


Locate the default Automation rule "Transition on comment" and adjust it as needed.


Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

Thanks @Joseph Chung Yin , however, I do not have that rule.. Can I manually create it? 

See screenshot, this is the automation panel of JSD. Or, do I need to look for it in JIRA?


Schermafbeelding 2021-01-24 om 09.59.53.png

Daniel Ebers Community Leader Jan 24, 2021

The rules which need to be checked are contained behind the button "Legacy Automation". Could you please double check if you are able to find them there?
This is some kind of historial circumstance but might change in future.

Hi, Yes this is what I found there:


However, I can not find how to change the status to 'in progress' when the first reply is given.. 

Schermafbeelding 2021-01-24 om 19.23.49.png

Isn't it the first block reading "If these match..." where the transition to "Respond to customer" is made?

In my cloud instance it looks like this:


If not, could you please share a screenshot of the workflow?

Basically, the steps are always the same if the current setup does not suffice::

1.) Check the current workflow
2.) Insert/update existing status (one or as many as needed) # insert/adjust transitions
3.) add automation rules where needed

You posted a diagram of a workflow - is this workflow already present in Jira? It looks more like the goal you want to reach, I think.
If this is just the plan, what you showed is, indeed, it is possible to get.

The rules in "Legacy Automation" must not be necessarily used in case they are not of help or they can be adjusted. You also could use Automation in case if supports the workflow (from your screenshots it looks there are already some rules).

@Daan Gönning -

If you want the status to be "In Progress", just change the "Then do this" section. You need to make sure that in your existing WF that Waiting for Support has a transition to In Progress status.

Hope this helps.

Best, Joseph

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