I have 3 transitions from an existing status, 2 of them are meant for the customer to use depending on what they decide. The third one is meant for automation, I have it set that WHEN a specific SLA timer is breached, IF the status matches the one I mentioned earlier, THEN it should use that third transition. My concern is, I don't want the customer to be able to actively click that third transition, it is only when the customer has not actioned the issue for X amount of time, then it automatically uses that third transition.
I have looked at conditions and post-functions, and I am not sure how to best use those tools in this scenario. In short: how do I hide the transition without disabling it?
Let me know if anything needs clarification. Thanks in advance!
If you are talking about transitions visible on the portal, which i assume is the case since you are speaking of customers here, you have to make them visible w/in the workflow. Select the transition in question and make it visible or only if you wish to expose on portal.
Thanks for your input on this. However, I failed to mention in my original post that this is not via the portal, and I used the term "customer" quite loosely, so apologies for that mix up.
Currently, this is the workaround I have found since posting this question:
I realize the "Environment" field is not being used as intended, so this is definitely not the right way to do it, but it seems to be working okay for now. It's a pretty convoluted workaround to be honest.
Jack, do you or anyone else have a better soultion?
If I understand your scenario well, you have transitions that you want to be available to you users/customers and an automated transition that you want to hide from those users.
I suspect that you run the automated transition as a specific bot or system user. You might want to consider adding a condition to your automated transition that only allows it to be executed by that user. You could do that through one of these conditions:
If you have a group or role specifically for your automation user(s), the transition will be executable by your automation rule(s), but not visible to any users that are not part of the automation group or role.
Walter, thanks so much for your input! Your suggestion of using an automated bot would be pretty cool. Do you have any add-ons you'd recommend that are capable of this service? I'll have a look around myself on Monday when I'm back in the office. I'll still need to decide if your solution is the optimal one though, because my original intent was to accomplish this without needing to acquire third party, external solutions. Not discrediting you for this cool solution though, again, thanks!
From your description, I was totally thinking that you had set this up entirely already. If your are on Server, you could use the free JIRA Automation plugin by Atlassian labs, which is officially unsupported, but widely used and free. If you're on Cloud, that one is not available unfortunately. There is a commercial alternative though through the Automation for JIRA add-on.
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