Automation Plug in doesn't work correctly after update to Jira Core 7.2 and Service Desk 3.2

Hello Support,

we've update to JIRA Service Desk 3.2 with JIRA Core 7.2. After updating the following behaviour appeared:

We've a configured automation transition the status from "Waiting for Customer" to "Response from Customer" as soon as the CU is adding a comment in the Service Desk portal. (This was working fine with Service Desk 3.1.9). Now this has changed. As soon as our Agent is adding the question as a comment in transfering the Issue from in Progress to Waiting for Customer, this comment seems to trigger the automation already. As a result the issue is directly transitioned to the status "Response from Customer".

There are different workarounds (like adding conditions to the transition in the workflow to restrict this to certain groups or add a condition to the automation to filter for "not an agent". Unfortunately if we apply one of these workaround feedback from customers via email are not longer processed correctly. Seems the reason is the email handler is running as administrator.

What we wonder is - is this a bug in this update as it was working before?

1 answer

Suggest an answer

Log in or Join to answer
Community showcase
Sarah Schuster
Posted Jan 29, 2018 in Jira

What are common themes you've seen across successful & failed Jira Software implementations?

Hey everyone! My name is Sarah Schuster, and I'm a Customer Success Manager in Atlassian specializing in Jira Software Cloud. Over the next few weeks I will be posting discussion topics (8 total) to ...

3,184 views 13 19
Join discussion

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you
Atlassian Team Tour

Join us on the Team Tour

We're bringing product updates and pro tips on teamwork to ten cities around the world.

Save your spot