Status changes back immediately

[Almut Jenk]

Dear all,

one of our colleagues has an occasionally recurring issue of the status on some tickets changing back automatically after she triggered the transition. Basically she responds to the customer according to our process, which then changes the status from "Waiting for Support" to "Waiting for customer".

However, the status is changes again immediately, as if she had click our "Respond to support" transition button, only she did not.

We have an automation rule that aides these transitions, but it's weird it only happens with one user and only specific tickets repeatedly, while all other tickets work normally for her for most of the time.

Any idea what this could be or what we could investigate further?

Best,

Almut

[Almut Jenk · Accepted solution]

We were able to reproduce the behaviour. If the Assignee had been added in as a Participant (most common scenario is that they have been cc-ed in by a Reporter who reached out via email), the ticket changes the status back to Waiting for Support immediately. Solution: Remove the Participant which duplicates the Assignee and switch the status again with an internal comment. It will not switch back.

[Angélica Luz]

Hi Almut, 

Thank you for reaching out to Atlassian Community and for all the details.

This issue can still be related to automation, is there any other automation in this project?

Is she a project admin or a default user to run the automation?

Please, check the ticket history if it shows that she changed the status or if it shows that other user did.

You said that it happens only to specific tickets, is it a specific issue/request type?

Sorry for all the questions, but it will help us to better understand the issue to try to replicate here.

Regards,
Angélica

[Almut Jenk]

Thanks for your reply, Angélica.

she is a service desk agent and user, but not an admin. The project only has one automation rule. It runs as the user who performs the triggering action. I'm attaching some screenshots for clarification. The request and issue type are both very common, and only 3 tickets or so showed this behaviour for her in a year, so I'm not sure that's related. It's just very annoying when it does happen, because the ticket will be in the wrong status and the customer will receive confusing notifications.

The first change in the screenshot at the end was manual using the transition buttons and an attached screen to reply to the customer, the second one was automatic (Edit: my Jira settings show the newest entry on top).

Please let me know if you need anything else.

Best,

Almut

[Angélica Luz]

Hi Almut, can you compare a ticket where this issue didn’t happen and one that was affected? 

Please, check if in the affected ticket she was a participant or part of an organization, for example. 

As it doesn’t happen very frequently, there must be some details we are missing, so it will be good if we check the two tickets to see if it has some difference.

Also, can you let us know if you use some add-on like Automation for Jira? This add-on works for all types of projects, maybe if this add-on is installed, some automation may affect the service desk project as well.