Can I make a rule based on a specific transition ?

[Flaviu Dan]

I have the Work in Progress state and i have two different transitions to itself - Escalate and De-escalate. 

Is it possible to create a rule based on a specific transition (for example Escalate) ? 

I know you can create a rule based on transitions .. but in the rule, you cannot specify the transition .. only the "from" and "to" statuses. That doesn't help me, since i have two different transitions for the same status and i only want to update a field based on one transition... and not in both cases

[Jack Brickey · Accepted solution]

Hi @Flaviu Dan , welcome to the community.

In your scenario where your transitions are reentrant to the same status, then I would choose to add a label to an issue such as escalate. Then you can use that label as a condition in your rule. Of course, you could use something other than a label such as a custom field. With that said, while I don't understand your full workflow, you may want to clear that label at some point?

[Flaviu Dan]

Hi @Jack Brickey So just a short summary on the workflow - I am configuring the incident workflow and i am trying to walk an incident through 3 levels of escalation while using the same status, which is work in progress. So, what i am trying to achieve is, using a transition to itself, from work in progress to work in progress, escalate the incident to next level. I will keep the escalation level in a custom field. .. and I want to create a rule that each time a transition from Work in progress to work in progress happens, would update the custom field with the new escalation level. 

I hope what i'm saying here makes sense

[Jack Brickey]

Why not use a Workflow Post Function on each transition to set your Escalation level and forego Automation?

[Flaviu Dan]

That was my first thought but it doesn't work for me since i want to use the same transition to escalate from level 1 to level 2 than to level 3. And i can only create a post function that says .. when this transition is used, update the custom field value to Level 2. That means when escalating again using the same transition .. the post function will update the escalation level again to level 2.. and not to level 3 as it should. 

From what i know, there isn't a possibility to check the field value .. for example, if current value is level 2.. update with new value - level 3. 

[Jack Brickey]

Got it. One more question...

what does Deescalate do? Does it walk-down the escalation level or simply clear the field or something else? The reason I ask, is that since you also have the Deescalate transition from/to WIP it complicates the solution. Who performs the de-escalation?

[Flaviu Dan]

Yes, it should walk down the escalation level.. anyway, i did some re-thinking and will probably come up with a much simpler solution . Thank you very much for the help !