Customer Transition dosent work

[Karthik Mohan]

I created a customer transition button in my latest project. Unfortuantelly its not working as exepcted. I created a button to transition the current status to a new status. Can someone help me with this

[Jack Brickey · Accepted solution]

possibly if you can provide more details. Screenshots and/or details of where you added the transition. what does "not working as expected" mean? what is happening if anything?

[Karthik Mohan]

[Karthik Mohan]

When the user click on 'Need more information' button, the issue status should change to 'Need more information'.  Every user must be able to do this transition.

[Karthik Mohan]

when i click the transition button nothing is happening.

[Jack Brickey]

Can you share your actual workflow? I suspect that there is an error in the workflow but just a guess at this point. When you take a screenshot use the diagram and include the transition labels.

[Karthik Mohan]

[Karthik Mohan]

Thats the work flow

[Jack Brickey]

Thanks, so for the NMI transition to work then the current status needs to be "Request Verification". Can you confirm that is the case? Assuming the current status is "RV" then have a look at your post functions. Can you share those?

[Karthik Mohan]

Yeah your assumption is correct .RV is the current status. I have attached post function and also the transition properties for reference.

[Jack Brickey]

i am not seeing anything immediately that looks out of wack. So we are going to need to dig deeper. 

• Are you 100% sure this WF is active? I only ask as i see the word (Draft) in the title.
• Can you cause the transition from w/in the application, i.e. not from the Portal? If not something is really strange here.

[Karthik Mohan]

the workflow is active. the transition is from the portal.

[Jack Brickey]

regarding my second question....can you transition from application itself?

[Karthik Mohan]

i didnt get you? the transition works for the admin but it doesnt work well for customers. the thing is Customer A can do the transition but Customer B with the same set of perviliges as Cusotmer A cant do the transition . THe only difference between Customer A & Cusotmer B is, Customer B is assigned to manager group.

Customer A and Customer B are both service desk customers

[Jack Brickey]

So if the admin can transition then that indicates they can transition via the application. 

The new piece of info you provided here is that it works for one customer and not another so that points to a permissions issue. You indicate both A & B are in fact customers which would imply portal only users. However, you mention that B is in a group (manager). I'm unaware of assigning a customer to a "group". Do you mean Organization? Are you on Server instance or Cloud?

[Karthik Mohan]

Exactly  customer B is manager. I'm running on cloud instance

[Karthik Mohan]

@Jack Brickey ANY SUGGESTIONS ON THIS ?

[Jack Brickey]

I can’t say what the issue is based upon the current info. I need more details on the two customers and how they are set up, how they are different. As I mentioned before I don’t understand the group you have B in. How is that group created and are there permissions configured for the group that allow him/her to transition issues that are not afforded to A?

[Karthik Mohan]

Hello @Jack Brickey I  found the problem. Actually i was trying to assign the issue to service desk customer. User B belongs to group called approvers and he is just a cusotmer. I used a single user picker filed to help the reporter to select a approver of the request. And i used the user picker field value for assignee field via post function.

That was the problem, we cant assign a ticket to service desk customer. Now i changed the post function to assign the issue directly to the project admin. And left the user picker field to select only the approvers not the assignee.

[Jack Brickey]

Yes that would certainly explain it. Glad you found it. Great work!

[Karthik Mohan]

Thanks for looking into this request @Jack Brickey.  i would like to know to know one more thing in jira service desk. How can we re initiate the queues in jira service cloud. Since i was testing the worflow i created lot of tickets. now i want get the project avialable for my organisation is there a way to reinitiate the queue.

[Jack Brickey]

@Karthik Mohan, generally best to create a new question, just and FYI.

There is not concept of "re-initiating" a queue. A queue is simply a filtered list.

It sounds like you simply want to clean up the test issues right? You can simply close them all or if you just don't like junk lying around you can delete them.

If ALL issues in the project are test you can simply do the following:

1. Go into Search for issues and run this JQL - project = 'xxx'
2. in the top right click on the ellipsis and perform the bulk change operation
3. check the ones you want to perform the operation on or at the top select all and click next
4. from here you can either Transition (to DONE) or Delete

[Karthik Mohan]

Hi @Jack Brickey , i would like to delete all the test issues and I want to re initiate the issue key starting from 1 again. If i just clear the queue by deleteing the test issue the key will continue form where i left off.

[Jack Brickey]

I don’t believe this is possible. However, I have seen some discussions in the community about setting the starting number so you may wish to search for another answer. However, I really would not worry about the numbering at all. While it might be nice to start clean at 1 the value of that is 0 beyond the initial day. You could always creat a brand new project and not test but that will be a lot of work if you have done much configuration on the current one.