Check if an Issue is already "In Progress" when you click the "In Progress" Button

[David]

Sometimes we have an issue come in and more than one agent will pick it up at roughly the same time and start writing up a response without seeing the other agent has already grabbed it. Is there a way to check if an issue is already in progress when an agent clicks the in progress button? Thinking like a popup warning.

[Payne]

If you have the JSU - Suite Utilities for Jira add-on, it offers a "Certain value in system or custom field" condition. On your "In Progress" transition, you could add a condition of that type, with the check being status != "In Progress". If User A clicks "In Progress", and then User B tries to do the same, he'll get an error as shown here.

-Payne

[David]

This might be what I'm looking for. I'll try it out and post back. Thanks!

[Joe Kyle]

Payne, I never knew about this. Thank you. It helps me as well. 

Joe

[Joe Kyle]

Hello David,

In my experience there is no good way to get Jira SD to give you a pop-up alert. But here’s something that might work. You could add a post function to the workflow for the request type and assign the ticket to the “current user”.

You would have to find the workflow behind the request type, edit it by looking at the transition which runs directly to “In Process”. You could click on that transition line in the workflow edit mode then in the box that pops up (yes, a box will pop up here but not where you really need it. Anyway…) look for “Add Post Function”. Click on that.

In the list of post functions that show up you could try the first one; “Assign to Current User.” Then scroll to the bottom of this page and click “Add”. you would then have to "Publish" the workflow for this change to take hold.

In theory this would assign the ticket to the person who is currently working on it first. The person jumping in after would hopefully see that the ticket has already been assigned. You would really have to test this out to make sure it works for you. You could also try an automation rule for the project (I was not able to find one there which might suit your needs – perhaps another community member can suggest one.)

So, that’s a technical solution. The People part comes by way of training the users to look at the Assignee field to see if anyone has already grabbed the ticket.

I took a shot at this Automation Rule. But not sure if it meets your needs. 

[David]

Joe,

Thanks for the detailed reply. Looking it over, I don't think this would meet our needs.