When changing to certain workflow states, no dialog box appears allowing text to be sent to client

[Paul_Scott]

Applying the "Respond to customer" transition to enter the "Waiting for customer" state for the "Service Request with Approvals" incident type does not cause the dialog box to appear to allow me to send an explanation to the client. The transition to the new state works correctly.

This also happens in a new incident type that I have created. I created a state and a transition both called Review. When transitioning to this state, no dialog box appears.

What configuration am I missing? Any help would be appreciated.

[Petter Gonçalves · Accepted solution]

Hello @Paul_Scott

Thank you for reaching out.

The dialog box displayed when transitioning an issue is basically a screen added to the workflow transition, the same kind of screen configured under your project settings > Screens to View/Edit your issues.

To properly add a screen to your workflow transition, you can follow the steps below:

1. Navigate to project > Project settings > Workflows > Click to edit your workflow
2. On diagram mode, click in the transition you want to add the screen > Edit:
   
3. Select the screen you want to be displayed and click Save
4. Finally, save the workflow draft

To create a new screen or edit an existing one, go to settings > Issue > Screens, as explained in the documentation below:

Defining a screen 

Let us know if you have any questions.

[Paul_Scott]

Thank you Petter, that is exactly what I needed to fix my problem.