error in automation (Destination status could not be resolved. If using a smart-value ensure this..)

[Port Administrator]

Hi!

I keep getting errors in random tickets every once in a while. The error is: 'Destination status could not be resolved. If using a smart-value ensure this resolves to a numeric status ID or untranslated name for issues (with current status)'

The automation is used to move tickets to 'in progress' whenever a customer replied to the ticket (see screenshot).

[Alexis Robert]

Hi @Port Administrator , 

this is probably because Jira can't perform the transition : it might be because the source status does not have a direct transition to the "In Progress" status. 

Can you check the status for ticket CPSD-3957 and if it can be transitioned to "In Progress" ? 

Let me know if this helps, 

--Alexis

[Bill Sheboy]

Hi @Port Administrator 

Are you using a team-managed (next-gen) or a company-managed (classic) project?

Adding on to what @Alexis Robert suggests, please check your workflow setup, specifically looking to see if the status issue CPSD-3957 was in can change to "In Progress".  There may be not be a connection between those two status values.

Best regards,

Bill