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Why do ProForma automations not recognize Fast-Track transitions

I have a workflow that uses a Fast Track to enter a specific status(Waiting for Customer) when a ticket is created if a certain component is present on the ticket. The Fast Track works, and enters the status with no problem.

However, I also want a ProForma form to be added when tickets enter that status. For some reason, the form's automation (below) is triggered when I make that transition manually or with an automation rule on the Jira project, but not when the fast track makes it. Has anyone else encountered this problem?

Currently, I have to use a transition from the status to itself that is run with an automation rule every minute, which is not ideal.image.png

1 answer

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Hi @Shelby -- have you tried updating your automation rules with the new Automation form components? That may solve this problem for you. Please let me know. Happy to jump back in here to help.

Hi @Peter Preston

I'm not sure I understand what you mean by "new Automation form components". Is this just an update to ProForma, or an extra set of components that we need to add to our Jira instance to make ProForma automation work well with it?

If you're referring to a Jira Cloud feature, we are on Jira Server

My mistake, @Shelby 

I was talking Cloud. There's nothing else to add to your Jira instance. I'm afraid I can't help much with the Fast Track issue.

@Peter Preston Ah I see, sorry I should've been more clear! I see that you're on the Atlassian Team, does that mean there isn't anything to be done about this? I tried submitting a ticket with ThinkTilt but all their links get redirecting me back here.

Hi @Shelby -- I'm on the Atlassian team and am a former member of the ProForma team at ThinkTilt. ProForma was acquired last year. All ThinkTilt support links will bring you to Atlassian.

Have you submitted a support request? I work mostly with the Cloud products. The support team should be able to point you in the right direction.

If you raise a ticket, let me know and I can try to steer it.

Thanks for all your help, I've created a ticket here GHS-246110

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