Add a status with Condition on transition for JIRA Service Desk 2.0

[Olivier Albertini]

I'm trying to add a status to JIRA HELP DESK

in order to :

1. Waiting for Customer -> Waiting for Support
2. Waiting for Support -> Waiting for Customer 
3. Waiting for Technician -> Waiting for Customer
4. Waiting for Customer -> Waiting for Technician

1 and 2 is "out of box" in JIRA Service Desk.

I have an Issue when I make an internal comment when the status is "Waiting for Technician". The transition occurs :

Waiting for Technician -> Waiting for Customer

How to put a restriction in order to restrict the transition, because It's an internal comment and not for the customer...

I have JIRA Help desk 2.0.4

JIRA Misc WORKFLOW

Automation

JIRA Workflow toolbox

Any help will be appreciate.

[Boris Berenberg · Accepted solution]

I think you just need to use a condition on the transition. Take a look at: https://confluence.atlassian.com/display/JIRA/Advanced+workflow+configuration#Advancedworkflowconfiguration-conditions

[Olivier Albertini]

Screenshot from 2014-11-28 16:20:19.png

Thank for your help but, It' s the same problem.

When I write a comment in " internal comment tab", the transition occurs..

Do you have an another idea ?

Thanks

[Marketa Dvorackova]

Hi Olivier,

if it's still an issue... could you specify how does the transition happen? What is driving the change? Because just like this transitions don't happen on a comment, so you must have set it up. It is necessary to know how, to be able to say how to further limit it.

[Olivier Albertini]

Automation plugin resolved my issue