Workflow Transition

[Michael Gaskin]

Hi.  I'm pretty new at this workflow stuff, so apologies for the noob question.  

I've got a status WAITING FOR ASSIGNMENT and a transition called ASSIGN TO that moves to the status WAITING FOR SUPPORT.  My issue is that I am trying to figure out a way to move the issue along IF when the ticket is created it has been assigned.  Right now, the end-user still has to click on the ASSIGN TO transition on the ticket to move it along. 

Could someone point me in the right direction?  Thanks!

[Joseph Chung Yin]

@Michael Gaskin -

In JSM, you can configure automation rule to promote your issue from one status to another status.  On the other hand, you can customize your WF using post function at issue creation time when the issue is assigned already to auto-promote issue into the Waiting for Support status.

When you refer "End-User", I am assuming you mean JSM agent or project admins for your project right?

Last question, when does the issue assignment happens?  at issue creation time or after it is assigned.  Because it can determine the approach that you need to take.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

[Joseph Chung Yin]

@Michael Gaskin -

Great to hear that you figured out with automation rule setup.  Please click on "Accept Answer" when you have a chance.

Best, Joseph

[Jack Brickey]

Hi Michael,

I'm trying to understand if you're wanting to prevent the transition if the issue is not assigned or if you want to automatically transition the issue when the Assignee field is updated from unassigned?

The first scenario can be accomplished by adding a Condition to the workflow transition to waiting for support. The second solution would require some scripting or automation add on to achieve. Basically do you need a listener that will watch for the assignee field to be set and one set initiate the transition. If you have something like Scriptrunner or automation for Jira or similar add on then you could achieve this.

[Michael Gaskin]

I figured it out with the Project Automation tool... Forgot that I had it!  Thanks to both of you for your direction.