Set a condition to prevent closing issues

[Stefan Schumacher]

Hi community,

I am struggling with setting up a condition in a workflow. Initially, requests are sent via mail handler to our Service Desk, which are then qualified and turned into the right Request Types. If an agent forgets to change the request type, this consition should prevent to set the ticket from "Resolved" to "Closed"

I guess this can be achieved somehow with the "Value field" condition does not equal "EMail Entry". I read in another article that for the Option ID to check this, it is made up out of portalKey/key, but I am not able to find out these values. the described method "https://your-domain.atlassian.net/rest/api/3/issue/DEMO-1" (fat values altered to my instances values) does not return the requested values.

See: https://community.atlassian.com/t5/Jira-Service-Management/How-to-find-all-the-Option-ID-s-for-the-Customer-Request-Types/qaq-p/1486630?lightbox-message-images-1486630=111141iBAEABB38E497DBFB

Where do I take the wrong turn here?

[Dave Mathijs · Accepted solution]

Hi @Stefan Schumacher , why don't you make the Request Type a validator (required field) as part of the qualification?

[Stefan Schumacher]

Thats clever, during transition from "Open" to "Work in Progress" the field has to be changed.

Thanks @Dave Mathijs