Doubts about state transitioning with custom field values

[fran.quintero]

Hi all!

A doubt about Workflows.

Given a Service Desk issue, created via SD portal, I want to transition the given issue to different statuses depending on the value of a field.

For that I've designed an easy workflow, as you can see.

I wanted the first state to be like "filtering state", that depending of a given custom field, via automations,it moves the issue to either the "left path", "middle path" or "right path".

I've tried with both standard (Jira) Automations and Project Automations plugin, the idea being:

When creating the issue

If the given field matches A

Then transition to "left path" (in the image, RFC: Pendent Aprovació ECAB).

With no success (the issue stands in the first state - "RFC: Assignació d'Estat" in the picture-, without transitioning to one of those three "paths").

I've also tried with other triggers for the When clause, such as "When issue transitions to First State", and also "When custom field Status changes" (since status field is the one linked to the status name of the workflow).

I'm sure there's something I don't totally understand about the process. 

Any ideas? I can edit/change the workflow as I please, the same goes to automations.

Thanks a lot!

[Cody Stevens · Accepted solution]

Hey @fran.quintero 

By Project Automation plugin I am assuming you are referring to Automation for Jira?

What you are trying to do is definitely possible with AFJ. If you are using it, can you share how your AFJ automation is set up and what the audit log is saying when an issue is created?

Sometimes with AFJ it tries to do something before the information is available. If you are getting an error that says the transition doesn't exist, add a re-fetch issue data action before it tries to transition the issue. That may resolve the problem.

[fran.quintero]

Hello, @Cody Stevens 

Yes, I meant Automation for Jira.

Here you have a sample of "take the left path" automation.

I basically do:

When issue created

If the issue is the issuetype I want and the value of the custom field is Emergency

Then transition to Emergency Approval ("left path") and do other things unrelated.

Note that I tried once issue is created, so I guess that means before arriving at the first and only state (the filter state that then splits into three paths).

[Cody Stevens]

Can you show me what the audit log is saying when you make an issue that matches those conditions?

[fran.quintero]

Tracking the audit log I saw that is executing well.

The thing is that once you create a request, you are presented with the Jira SD form with the status on the first state, but if you refresh the page (or being an agent and administrator in my case, by looking at the queues, the status is transitioned to the correct path).

So it was my fault to not look at the queues!

[Cody Stevens]

Glad I could help you figure it out! The Audit log in AFJ is extremely useful so whenever you have an issue definitely use it!