Need help with transition conditions

[Esther Strom]

I have a set of transitions I set up that I thought were working correctly, but it turns out they're not. 

When a ticket passes production testing, one of two things should happen:

1) If the Support Rep field is not empty, it should move to the Follow Up status;

2) If the Support Rep field is empty, it should move to the Closed status.

 (The Support Rep field is not entered on a transition screen; it's populated at issue creation.)

Complicating this, if it's a defect, only members of a specific group can execute the transition; if it's a Story, anyone can execute.

I've created two separate transitions; one that displays if there's a value in the Support Rep field; one that displays if there is no value. (It can't be a validator; I'm not just trying to prevent a single transition from completing if the field is empty - I want the transition to complete either way, but what happens is different.)

I tried setting the outer requirement to Any of These Conditions (with the grouped Defect/team-qa bit as an "all of these conditions group"), but it ignored the Support Rep field entirely.

With both requirements set to All of the Following Conditions, the transitions only display when issuetype = Defect.

Where am I going wrong?

[Petter Gonçalves · Accepted solution]

Hello Esther,

Thank you for raising this question.

I'm not sure if I have clearly understood what exactly you are trying to achieve here, so I will add below a little summary describing what I have understood. Please, feel free to correct me if I'm wrong:

1)

You have two transitions:

> One leads to Closed

> Another to Follow Up/Validate

2)

For both transitions, you want to implement the following conditions:

- If the issue type is a defect, only the users added to the Team-QA can transition the issue

- If the Issue type is anything else but a defect, anyone can transition it.

3)

For the transition that leads to Follow Up/Validate, you want it to display only if the field Support Rep is not empty

For the transition that leads to Closed, you want it to display only if the field Support Rep is empty

If I have understood it properly, you should add to both transitions two grouped conditions. 

1 - For the transition that leads to follow-up/Validate:

Any of the following conditions                         

• All of the following conditions
  • The field Issue Type will have to be equal to value 'Defect'. Compared as String.
  • Only users in group team-qa can execute this transition.
  • The field Support Rep will have to be not equal to value 'NULL''. Compared as String.
• All of the following conditions                        
  • The field Issue Type will have to be not equal to value 'Defect'. Compared as String.
  • The field Support Rep will have to be not equal to value 'NULL'. Compared as String.

1 - For the transition that leads to Closed:

Any of the following conditions                         

• All of the following conditions
  • The field Issue Type will have to be equal to value 'Defect'. Compared as String.
  • Only users in group team-qa can execute this transition.
  • The field Support Rep will have to be equal to value 'NULL''. Compared as String.
• All of the following conditions                        
  • The field Issue Type will have to be not equal to value 'Defect'. Compared as String.
  • The field Support Rep will have to be equal to value 'NULL'. Compared as String.

The configuration below should enforce that one or other group of conditions will get triggered in the transitions.

Let me know if this works for you.

[Esther Strom]

Yes, you understood correctly what I need to do. I'll give your answer a shot, thanks.

[Petter Gonçalves]

You are welcome, Esther.

Let us know if that worked. :)

[Esther Strom]

Thanks, that seems to have done it!