No status change, when customer answers to ticket

[bsc]

Hi all,

We're using Jira Service Desk 4.0.1 (issue was already there with 3.7)

Scenario:

• - Customer opens a ticket with default Workflow "Default Service Desk Workflow for Fulfilment"
• Support answers: Status changes to "Waiting for Customer" as desired
• Customer uses servicedesk-portal to answer - answer is avialable in ticket, but the status won't change back to "Waiting for Support"

As I understand that workflow correctly, the status should automatically be updated. Any idea, why this doesn't happen?

Thanks!

[bsc · Accepted solution]

some more info: I moved the ticket to another project ... within that project, the workflow seems to be working.

Will try to find the difference between the projects configurations.

[bsc]

I think, I've got it. Seems like one (out of five) Project doesn't have automation rules for the transition in place.  Will have to find out why, but I guess Ican solve it with recreating the rules.

[Merle Fischer]

Hey @bsc ,

just a question how are you setting up the projects with shared configurations or with the JSD Template for Projects? Don't think this is going to help much in finding out why this is occuring, but you could potentially prevent it from occuring, if you create a new project with shared configs of one that has the proper and functioning configurations, plus it will be easier to administer these projects in the long run (even though you obviously have to pay a little more attention when applying changes to any of the schemes, as they would then affenct all the projects that share configurations.)

Cheers

Merle

[bsc]

Hi Merle,

thanks for your feedback.

Actually, I am using one Scheme for all my ServiceDesk-Projects.

When creating the new automation rule, it turned out, the rules preset was in german language. The value 'Wartet auf Support' does not exist for the field 'Status'.

I copied the correct "english" values from another project which worked fine.

Digging deeper into this, i found out, both projects have language german as default, but the bogus one didn't have english as second language installed.

Bene

[Merle Fischer]

Oh my @bsc  that sounds like my favorite kind of Atlassian issue :P, thanks for the update though, will be added ot the checklist for German JSD Projects for when automation rules fail to work properly ;)