How do you make the status change once issue is assigned?

Hello, I'm trying to get the status to change from New to Open once a ticket is assigned to an agent. I have added the transition and status to the workflow, but not sure how to get the logic part to work. I tried both Automation plug in and Listener tool but neither one worked. Any suggestions would be greatly appreciated!

1 answer

Hi Mai!

Typically what I would do in this situation is, instead of having the ticket automatically transition on setting the assignee, is to have a screen on the transition from New to Open that allows the assigner to set the assignee during the transition. 

Is there any particular reason you're attempting to do it this way?

Thanks!

Hi, Cody! Thanks for the help. Are you able to provide steps by steps instructions on how you would go about this?

It's is just something the end users wanted.

Hey Mai!

Give this doc a look:

How to Add a Comment During a Transition

On Step 3, make sure that you add the field Assignee to the list, (don't just leave it empty like the step says).  

After you go through all the steps, when your users transition the ticket from New to Open, you'll be shown a screen where you can set the assignee and enter a comment, (if you wish).

Good luck!

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 ...

3,316 views 14 20
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