Automation not able to change status

[Kevin Kashou]

I have service desk support ticket set up and the clients fills out the form and then automation clones that ticket and then puts to another project. All that works but I can’t seem to change the status of the new clone ticket after the clone ticket trigger. It changes the status of the original tickets which I don’t want it to. What am I missing? 

[Sayed Bares _ServiceRocket_ · Accepted solution]

@Kevin Kashou welcome to the community!

Can you share a screenshot from your automation rule and audit logs?

[Kevin Kashou]

@Sayed Bares _ServiceRocket_  Here is the screenshot of the automation rule and audit logs 

[Bill Sheboy]

Hi @Kevin Kashou -- Welcome to the Atlassian Community!

After you clone the issue, you need to first Branch to Most Recently Created Issue.  Then you can transition that.

And also...Because this will try to edit the issue in the other project, this rule will need to be global scope, and then select both projects. 

You appear to be on a Premium license level and so the limits on the number of global rule executions per month may not be a problem with that approach: https://support.atlassian.com/jira-cloud-administration/docs/explore-jira-cloud-plans/

Kind regards,
Bill

[Kevin Kashou]

How can I modify the global scope to select both projects? I'm currently limited to selecting just one, even though I have Jira Administrator privileges.

[Kevin Kashou]

@Bill Sheboy @Sayed Bares _ServiceRocket_ I believe I have successfully set it up as shown below. Could you confirm if this is the recommended approach? It is achieving the desired outcome, but I want to ensure there are no unnecessary steps involved.

[Sayed Bares _ServiceRocket_]

@Kevin Kashou That is the correct approach and should work.

[Kevin Kashou]

Thank you all very much for your help! 

[Lauren Hinrichs]

Can you guys possibly help me with configuring how to capture the date that a status changes?  I assumed this would be out of box functionality.  

Thank you in advance!!

Lauren

[Kevin Kashou]

Have you checked the audit log it can tell you that a status has changed.

[Lauren Hinrichs]

Thank you, @Kevin for your quick reply!!!  I was hoping that a status start and end date could be provided on the UI or at a minimal configured on a report. 

Do you know if the date of each status change (ex:  in progress -> done) is captured in the database?  

[Kevin Kashou]

I don't think so to be honest.

[Lauren Hinrichs]

Thank you for your transparency!  It is appreciated.  -Lauren

[Bill Sheboy]

Hi @Lauren Hinrichs 

Each change to an issue, like a status transition, is recorded in the issue history.  However that data can be difficult to access.  There are JQL operators to help with that, but perhaps not how you are asking.  Automation rules can also detect a status change, and perform actions as needed.

What problem are you trying to solve?  Knowing that may help the community provide more focused suggestions.  Thanks!

Kind regards,
Bill

[Lauren Hinrichs]

We would like to know the date (preferably date/time) that a status changes or the start date of a new status so that we can understand how long an issue has been in a specific status.  

[Lauren Hinrichs]

Is it easier or even possible to query the database to get the date that a status changes?

[Bill Sheboy]

Lauren, are you using Jira Cloud or Jira Server / Data Center?  For Cloud, the database is not directly accessible.  I have not done what you asked before for Server / Data Center versions.

And to do what you ask with out of the box features you can...

• Use the built-in control chart report to see the time in status.  That report has some challenges, and so other options ease / cost are subject to your frequency of need, effort to solve, and willingness to spend money for addons.  You could...
  • View the issues history in the issue view
  • Call the REST API to export the issue history, and parse that in another tool
  • Add custom fields to capture date/times and use automation rules to track this information.  This can be a brittle solution when issues regularly go backwards in flow.
  • Purchase marketplace addons for reporting or dashboard gadgets which are better than the built-in control chart.