Workflow transition with "Last comment's visibility" condition

[OlivierA]

Hi,

How to achieve this condition :

It's like JIRA Desk Help When there is a transition with :

Waiting for Customer -> Waiting for Support Waiting for Support -> Waiting for Customer

When agent entered a comment, if the comment is for EveryBody a transition occur

Waiting for Support -> Waiting for Customer

But if the comment is not for Everybody, the transition doesn't occur.

In my case, I have a new status in the workflow

Waiting for Technician

I have an Issue to put a condition for :

Waiting for Technician -> Waiting for customer

When the agent use an internal comment, the transition occur...

Do you know how to achieve this ?

I saw : "Condition based on JQL query"

and I think that I must use "Last comment's visibility" But I don't know how to create the JQL in order to match ...

I did : Issuekey = {something} and "Last comment's visibility" = "Everybody"

But that doesn't work...

Any help will be appreciate ?

[Fidel Castro Armario]

Virtual field "Last comment's visibility" contains a comma separated list of role names and group names which can see the comment when there is some kind of restriction. When there isn't any restriction to visibility, i.e., everybody can see the comment, this field is empty.

It might be a good idea renaming this field to "Last comment's visibility restriction".

To implement the condition you describe, you have to use "Boolean condition with math, date-time or text-string terms" with the following configuration:

Boolean expression used is: %{00130} = null

Notice that %{00130} is code for virtual field "Last comment's visibility".

[OlivierA]

The transition is executed when I make a comment in "Internal comment tab"

[Fidel Castro Armario]

Hi Oliver,

I have reproduced that behavior, and have worked out that comments introduced in "Internal comment" tab, provided by Service Desk, don't use the standard mechanism for visibility restriction provided by JIRA (based on groups and project roles).

I have to work more on it to find out whether it's possible to extend the behavior of virtual field "Last comment's visibility" for supporting the particular way of limiting visibility implemented by Service Desk.

I will keep you informed.

[OlivierA]

" I have reproduced that behavior, and have worked out that comments introduced in "Internal comment" tab, provided by Service Desk, don't use the standard mechanism for visibility restriction provided by JIRA (based on groups and project roles). "

What do I can use ? What do you propose ?

[OlivierA]

I searched many things but I need to have a hero and you seems to be my hero ! I'm little bit frustrated by Atlassian because It's A simple workflow and They don' t manage that. Thank for keeping me informed

[Fidel Castro Armario]

I have found the way Service Desk is implementing comment visibility restrictions. The API used requires at least JIRA 6.2. Which version of JIRA are you using?

I will release a beta version of the plugin providing support for Service Desk comment visibility next week.

[OlivierA]

Thank for your help ! The version is 6.3.11

[Fidel Castro Armario]

Hi Olivier,

I have added to version 2.1.23_beta_18 support for Service Desk's "Internal" special comment visibility restriction.

When last's comment visibility restriction is "Internal", the value of field "Last comment's visibility restrictions" is "Internal".

By the way, I have renamed virtual field "Last comment's visibility restrictions" to "Last comment's visibility restrictions".

Please, confirm that this version solves your problem.

Thanks,

Fidel

[OlivierA]

I added version 2.1.23_beta_18, but he transition occurs every times.

[Fidel Castro Armario]

Olivier,

Are you sure the version has been correctly installed? I warn you that you should uninstall current version of the plugin, before doing a manual installation of the new version.

Can you please use post-function "Copy a parsed text to a field" in order to write the value of virtual field "Last comment's visibility restrictions" into "Description" and check its value? I show you how to do it in the following screenshot:

[Fidel Castro Armario]

Olivier, do you have some news about this issue?

[OlivierA]

Sorry for the delay

here the version:

I got an error with SLA with your version and there is always the transition when I make a "internal comment"

[OlivierA]

Here what you asked but I see nothing in description... Perhaps there is an error with the SLA ?

[OlivierA]

I changed something, now I got "Last visibility"

[Fidel Castro Armario]

I have found the problem. It has to do with restrictions in the API used by the plugin in order to keep compatibility from JIRA 5.0 to 6.3.11.

I need to study in detail the way to keep that wide range of version compatibility, making it possible to support Service Desk for comment compatibility.

Anyway, as a temporary workaround I have prepared a special beta version (2.1.23_beta_20_for_JIRA_6.3), only compatible with JIRA 6.3 and higher.

Please, confirm me that this version works for you.

[OlivierA]

I have exactly the same behaviour.

[Fidel Castro Armario]

Olivier, it's very strange. I'm working with JIRA 6.3.11 and Service Desk 2.1.1, and it works ok.

Can you please check your server's log file, and look for some errors associated with the JIRA Workflow Toolbox add-on or Service Desk when evaluating the condition?

Which version of Service Desk are you using?

When you remove the condition, does it stop showing the SLA's error?

[OlivierA]

which log I must look ?

[Fidel Castro Armario]

It depends on your particular JIRA installation, but most of the times the log file is /logs/catalina.out in your JIRA installation directory.

[OlivierA]

Hi,

I clear the log file because there was too many things... Then I created some issues and transitions...

I have always in description field (when I did the transition)

visibility comment :         <----- empty

Finally, when I check the logs/catalina.out, the file stays empty.

Note: Since I have restart the server, the SLA's error has disappeared

[OlivierA]

Hi

I want to say that works now ... I copy the workflow scheme and rename it and I set it and that work ! Sorry for that ! I think that the server must cache some stuff..

Thank you so much for your support It's * * * I pay your plugin soon (we received the quote from atlassian)

[Fidel Castro Armario]

Glad to know you managed to make it work. Next stable version of the plugin will support Service Desk visibility. Anyway, I consider current beta version you are using usable in production environment.

[Fidel Castro Armario]

Fixed in version 2.1.23.