I have searched and found similar scenarios but a bit different and no solution.
Out of the box JSD is setup w/ an automation to transition on comment. Specifically there are two scenarios covered:
Then there is the actual workflow transition "Respond to Customer" where you can add a comment in the pop up screen and the transition connects to "Waiting for Customer"
So what I want is for the transition to happen for #2 (back to support) as well as when the agent clicks "Respond to Customer" but NOT #1.
What I did was to remove #1 from the automation. However, after doing so the "Respond to Customer" transition doesn't transition the issue at all. Looking at the workflow the transition has the default post function - "Set issue status to the linked status of the destination workflow step."
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!
Unfortunately there are no AUG chapters near you at the moment.Start an AUG
We're bringing product updates and pro tips on teamwork to ten cities around the world.Save your spot