Service Desk automation change status "closed" to "in progress" problem

[Christoph Schmitz]

Hello,

following problem occured:

We implemented the following automation rule in Jira Service Desk

if comment added / edited -> if user not agent and status "Closed" -> then transition to "in progress"

Problem now is, the tickets won't get transitioned. Already checked permissions and our customers got all permissions they need to transition issues e.g. There is also a transition from "Done" to "in progress" with post function to delete the resolution. Even if we change the rule to:

if comment added / edited -> if resolution = "Resolved" -> then transition to "in progress"

nothing happens.

Following rule works instead:

if comment added / edited -> if user not agent and status "Waiting for customer action" -> then transition to "in progress"

[Petter Gonçalves · Accepted solution]

Hello Christoph,

Could you please confirm to us if you are using JIRA Cloud or Server?

I recommend you to check the following:

1 - Compare both transitions "Waiting for customer action" -> "in progress" and "Closed" -> "in progress".

Check if it doesn't have any conditions, validators, post functions or properties that could be blocking the customers to transition the issues.

2 - Check the user that is configured to execute the automation. Check if both automation rules are configured with the same parameter:

3 - If both rules are configured with User who triggered the rule, execute a test with the same customer for both automation and check if the problem keeps happening.

4 - Confirm that the user who triggered the rule wasn't added to your site before as an Agent and removed posteriorly

5- Confirm that the user who triggered the rule does not have any other access to your JIRA but only to the Customer Portal

6 - If the steps above didn't work, please provide us with the View log of the Automation rule:

Let me know if this information helps.