Automatically change status on create issue based on condition

[George A]

Hi Fibel,

I have difficulties of creating the below scenario.

In a workflow the first status is A and second status is B.

When an issue is created and component lead is user A keep the status unchanged to the first status "Status A". If the component lead is user B, automatically transit the status to the next, "Status B".

Note that the workflow is used under Jira Service desk.

Any help is much appreciated

Thanks, George

[Fidel Castro Armario]

Hi George,

Insert "Set a field as a function of other fields" in transition "Create Issue" with the following configuration:

Setting rule is:

(.*username_b.*)Status B 

Replacing:

• username_b with the actual username of user B. Please, don't confuse username with user's full name.
• Status B with the actual name of the status.

Beware to insert your post-function after "Creates the issue originally" post-function:

[George A]

Hi Fidel,

Thanks for your quick response. However I did what you describe but it doesnt work. The status does not change and stays at "Status A".

Below is the screenshot from the post functions under Create Issue.

[Fidel Castro Armario]

George, let's do some debugging:

Please, set target field to "New comment", and try again creating an issue with a component whose leader is user george. If the setting rules is being activated a comment with text "In Tickets Queue" should be created.

Let me know if the rules is being activated as expected.

[George A]

I made the changes as you described and the rule is activated. A comment "In Tickets Queue" is created.

[Fidel Castro Armario]

Then I find to possible causes of your problem:

1) This is not really a problem: when you create the issue, the transition to the second status (in your case "In Tickers Queue") is carried out with certain delay, and in most cases it implies that UI will not shown the status change until the browser is refreshed manually.

2) In order to transition issue from initial status to "In Tickers Queue" there must be a transition from one status to the other one, and all its conditions and validations should be satisfied, otherwise the status change will not be carried out.

Please, let me know whether any of this causes explains your problem.

[George A]

1) In regards to your first point, I even waited a couple of minutes but still the transition was not made. So I dont think is a delay issue.

2) There is a transition from one status to the other as shown at the below screenshot. As you see there're not conditions or validations defined.

[George A]

Maybe there is an internal restriction from using Jira Service Desk? From what I know only users that have "agent" permissions can change the status of a ticket. In my case the "create issue" is being fired by a user which is defined as "customer" in my user directory.

[Fidel Castro Armario]

Which version of JIRA are you using?

Please, confirm that you are using JIRA Workflow Toolbox 2.2.8.

I will use your same configuration with the exact same versions of the software, in order to reproduce the problem.

[George A]

Using JIRA v6.4.6 and JIRA Workflow Toolbox 2.2.6

If I upgrade to JIRA Workflow Toolbox 2.2.8 will make any difference?

[Fidel Castro Armario]

Hi George, in my case it's working correctly with JIRA 6.4.12 and JIRA Workflow Toolbox 2.2.6 and 2.2.8. Currently I don't have an instance of JIRA 6.4.6, but I don't think it will make any difference.

Can we have a screen-share by Skype? I would like to see the see the failure in direct. My Skype user is fidel100r.

Before the screen-share, is it possible that you set the logging level for package com.fca.jira.plugins.workflowToolbox to DEBUG? To do it you should navigate to Administration > System > Logging & Profiling > Configure logging level for another package. Then, try reproducing the problem, and then share with me your server's log file (or the part relative to the problem). You can send it to [e-mail].

[George A]

Many Thanks Fidel for your excellent support.

After changing the run as user to the user with "agent" permissions, it worked fine.