Workflow status changes not automatically

[Bart Van Kerckhoven]

Hi,

In the past , the workflow status changed every time an answer was saved.
When we answer a client now and save the answer (and refresh the page) the status does not change anymore. 
I am administrator of a company Service Desk , and we have no overview anymore when clients answer our questions. So the Jira service management consumes a lot of our time.
Is it a browser related problem ? Google Chrome Version 92.0.4515.159 (Official Build) (64-bit) is used as browser.

Kind regards,
Bart

[Dirk Ronsmans · Accepted solution]

Hi @Bart Van Kerckhoven an welcome to the community!

Those status changes are normally driven by the Automation rules.

It should not be browser related normally.

As a first you should go in to the project settings -> Automation and see if those rules defined there are giving you any errors.

As you are on Clod you should see 2 options "Legacy Automation" and "Automation", the legacy part is being phased out but should still be functional.

Could you first verify that you have a rule there defined for it and that it isn't throwing any errors?

Out of the box this is found under Legacy Automation and is called:

It could be that you changed something on your workflow which is now blocking the rule from executing properly.

[Bastian Stehmann · Accepted solution]

Hi @Bart Van Kerckhoven ,

welcome to the community.

You could go to the Project Settings page. There should be a "Automation" in the menu on left.

If you choose that, you can look for the automation that manages the status transition. You might have to Automation pages, where it could be located.

If you found the automation rule, you could use the ... -menu on that rule to check the log, it will probably help you to fix the rule.