Pass a status to reach a different status with one transitions

[AccessHolding]

Hi Community,

Is it possible to go from status A to status C without any direct connection? For example to use the transition from status A to status B and from status B to status C. Ideally without any noticeable delay. I dont mind if this additional transitions are mentioned in the logs.

The goal is to get rid of the transition web for several workflows. I have also an practical example:

A Ticket was on the 2nd Level and resolved by an agent. Customer using the re-open function and ticket should be in the 2nd Level queue again. Currently I have several transitions from the status re-open to each queues. But is there a better way how to deal with it? Like saving the last known queue in a hidden field and use this field as a condition to choose the queue as soon as a ticket was re-opened. So the system goes automatically from status A -> status B -> status C -> status D and is using the existing transitions?

I hope it was clear and somebody face the same struggle.

Best,

Kristian

[Nic Brough -Adaptavist- · Accepted solution]

Your best option is one of the scripting or automation add-ons.  ScriptRunner and Automation both have "transition issue again if xxx" functions built in, so you don't need to code anything.

[AccessHolding]

Thanks Nic,

I was already thinking about scripting but thought there is a more common solution. Anyway I have already several scripts in place and will manage. Thanks for the hint.

Best,

Kristian

[Jack Brickey]

have you considered a simplified WF where every status can transition to any other status, i.e. all? 

[Lennart]

Hey @AccessHolding. This sounds like a typical case for a misconfigured workflow. It would definitely help to see your current workflow and setup to help you restructuring it.

You could for example (as you've already mentioned) use a CustomField to hold your support-levels and shrink the somewhat bloatet workflow configuration.