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Have automation rule run specific transition

Trying to migrate one of our old legacy automation rules to the new automation system. One of our old rules has a "Then do this..." which is to transition the issue. The problem is in the old automation, you got to specify the actual transition name, but in the new automation, the only thing I can see is the ability to set the new status.

What does automation do if there are multiple transition types for the same resulting state?
Here is a concrete example:
ServiceDesk has a workflow which will take a resolved issue, and switch it to "Waiting for support". This transition is called, "Reopen By Customer", and causes a couple of other things to happen. The final state though is "Waiting for Support".

In the old rules the "then" is
Transition issue: "Reopen By Customer"

but in the new automation, you only have the ability to:
Transition issue:  Destination status: "Waiting for Support"

Is there any way to run a specific transition? for instance what if there are 3 different workflow paths from status A -> status B. If you have your Automation rule set the status to B, which transition gets run?

1 answer

0 votes
Mikael Sandberg
Community Leader
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Nov 01, 2023

Currently the transition is not considered, so if you have multiple transitions to the same status the automation would trigger on all of those. There is a suggestion to add the ability to trigger on transition, see AUTO-824

You could work around it by setting a custom field as part of the transition so you know which transition that triggered the automation and then add a condition that checks that custom field to see if the automation should continue or not.

I don't think you misunderstood my question. We're not looking to trigger an automation, I'm looking to have an automation transition an issue as if a user had transitioned it.

Right now, it looks like you can switch states explicitly without specifying which transition to run. This seems like a terrible idea.

For instance, let's say you had two transitions to go from "In Progress" to "Done", one being "Task Completed", and another one called "Task Cancelled". Are you saying that if you have an automation rule move an issue to Done, all of the workflow rules for both transitions are run? What order are they run in? Each of the transitions might change impact the state of the issue.

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