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Add a status with Condition on transition for JIRA Service Desk 2.0

Olivier Albertini Nov 27, 2014

I'm trying to add a status to JIRA HELP DESK

in order to :

  1. Waiting for Customer -> Waiting for Support
  2. Waiting for Support -> Waiting for Customer 
  3. Waiting for Technician -> Waiting for Customer
  4. Waiting for Customer -> Waiting for Technician

1 and 2 is "out of box" in JIRA Service Desk.

 

I have an Issue when I make an internal comment when the status is "Waiting for Technician". The transition occurs :

Waiting for Technician -> Waiting for Customer


How to put a restriction in order to restrict the transition, because It's an internal comment and not for the customer...


I have JIRA Help desk 2.0.4

JIRA Misc WORKFLOW

Automation

JIRA Workflow toolbox


Any help will be appreciate.

 

2 answers

1 accepted

0 votes
Answer accepted
Boris Berenberg Community Leader Nov 28, 2014

I think you just need to use a condition on the transition. Take a look at: https://confluence.atlassian.com/display/JIRA/Advanced+workflow+configuration#Advancedworkflowconfiguration-conditions

0 votes
Olivier Albertini Nov 28, 2014

Screenshot from 2014-11-28 16:20:19.png

Thank for your help but, It' s the same problem.

When I write a comment in " internal comment tab", the transition occurs..

Do you have an another idea ?

 

Thanks

 

Marketa Dvorackova Jan 16, 2015

Hi Olivier,

if it's still an issue... could you specify how does the transition happen? What is driving the change? Because just like this transitions don't happen on a comment, so you must have set it up. It is necessary to know how, to be able to say how to further limit it.

Olivier Albertini Jan 16, 2015

Automation plugin resolved my issue

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