Service Desk - How to enforce back to "Waiting for Support" State after comment by Customer

[Evert Kroll]

Hi,

I created my own version of a SD workflow, including a "Waiting for customer" state and reused the "Waiting for Support" status. But when the customer enters comment as requested, the state is not changed back to the state it was coming from" Waiting for Support". How can I solve that issue?

[Jonathan Hult]

I was missing the "Transition on Comment" rule in my Service Desk project: https://confluence.atlassian.com/display/SDKB/JIRA+Service+Desk+Issue+Status+Not+Transitioning+After+Customer+Updates+via+Email

[Reza Ghorbani]

THANKS ALLOT Jonathan. This made my day. I been going crazy about this and wasted so many days trying to figure out exactly how the comment is connected to transition of the status. Now i can modify the workflow without breaking it :) Cheers!

[Joel Cumberland]

Have a look at the Automation addon developed by Atlasssian for their own internal use, With this addon you can automate transitions when a certain event happens, In your case you would transition to the "waiting for support" when a comment event occurs in the "waiting for customer" state.

Hope this helps

Joel

[Evert Kroll]

Hi Joel, Thanks for your fast reply! But, what did I "break" in customizing the workflow using SD? I assume that this feature is part of the SD plug-in. When I add a new state, the "waiting for customer" isn't shown as an existing state. Next to that, I use the Hosted version of Jira / SD. Regards, Evert

[Joel Cumberland]

Hi Evert, Have a look here https://answers.atlassian.com/questions/306326/values-sd-step-key This is probably what your looking for Joel

[Evert Kroll]

Hi, Joel and txs for the answer I do now how to set properties to a WK Step, but how to set the Property of a Workflow as stated in the link you sent me: The workflow used by the project must have the property: sd.workflow.key = sdItSupport Thanks again, Evert

[Daphne Thunnissen]

Hi Evert,

I had the same problem as you. But I have found out that to be able to re-use the "waiting for customer" or "waiting for support" you have to re-use the standard workflow of JIRA Servicedesk. If you do that and re-use all the standard properties on the transitions:

"Waiting for customer" Transition "Respond to customer" Settings:

sd.action.key	sdWFSupportToWFCustomer
jira.i18n.title	sd.workflow.itsupport.v2.transition.respond.to.customer.title
jira.i18n.submit	sd.workflow.itsupport.v2.transition.respond.to.customer.submit

then JIRA will automatically generate these post functions:

1. Set issue status to the linked status of the destination workflow step.
2. Add a comment to an issue if one is entered during a transition.
3. Update change history for an issue and store the issue in the database.
4. Re-index an issue to keep indexes in sync with the database.
5. Fire a Generic Event event that can be processed by the listeners.

The "waiting for customer" status should be:

Property Key	Property Value
sd.step.key	sdWFCustomer

---

"Waiting for support" Transition "Respond to support" Settings:

sd.action.key	sdWFCustomerToWFSupport
jira.i18n.title	sd.workflow.itsupport.v2.transition.respond.to.support.title
jira.i18n.submit	sd.workflow.itsupport.v2.transition.respond.to.support.submit

then JIRA will automatically generate these post functions:

1. Set issue status to the linked status of the destination workflow step.
2. Add a comment to an issue if one is entered during a transition.
3. Update change history for an issue and store the issue in the database.
4. Re-index an issue to keep indexes in sync with the database.
5. Fire a Generic Event event that can be processed by the listeners.

The "waiting for support" status should be:

Property Key	Property Value
sd.step.key	sdWFSupport

Hope this helps.

Daphne

[Evert Kroll]

Hi Daphne, Thanks for the reply and help! Do I understand you correctly that I can not add these properties to my own designed workflow while having the SD Plug-in enabled? I do want to have much more steps added (software delivery, test step internally and externally) to the standard one (the only one I have - running the hosted version) I added the properties, no luck In the properties I see reference to a particular WF name, so I also tried replacing that part with name of my modified workflow but no luck Any ideas? Regards, Evert

[Daphne Thunnissen]

Hi Evert, I did try to do the same but had the same problem. So eventually I just used the standard SD workflow and added all the extra workflow steps to it and that worked. We are also running the hosted version. So now I have a very complicated workflow for the SD projects. Still I have to manually commit the workflow to the project. (Haven't found out yet how to make a workflow "default" for SD). Regards, Daphne

[Evert Kroll]

Hi Daphne, Thanks for all your fast replies We will install Jira at our own server, so I can re-start or add the mentioned plug-in