Hi
This is my requirement.
Ticket gets created ans Stays at Status A.
From Status A(Manager Team) to Status B(Directors Team) to Status C(Call Center Team)
From Status A(Manager Team) to Status C(Call Center Team).
From Status C it goes to Status E and Status F.
When ticket is at Status C(Call Center Team). Agent should see the transition based on the transition from Status A.
If I understand correctly, you want to see from Status C either the transition to E or the transition to F, depending on whether the issue went from status A to status B and then C or went directly from A to C. Correct?
In that case, the easiest is to create a field (say a short text field) called "was escalated to Directors" that you will set to "Yes" using a Set Field Value post-function on transition A->B. Then on transition C->E, you put a condition, such as a Scripted (Groovy) Condition with the following code:
issue.get("was escalated to Directors") == "Yes"
and a Scripted (Groovy) Condition on transition C->F with the following code:
issue.get("was escalated to Directors") != "Yes"
Hi Frank,
are you on Jira Server or Jira Cloud?
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.
Hi @Frank,
You can customize a field
1. When filling from A-B-C, fill this field as option A.
2. From A-C, fill this field as option C
When the status is in C, add two transitions, and use the value of this custom field to determine which process branch is displayed.
Hope this helps.
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.
Join us June 26, 11am PT for a webinar with Atlassian Champion Robert Hean & Loom’s Brittany Soinski. Hear tips, stories, and get your burning questions answered. Learn how Loom makes training and enablement easier. Don’t miss it!
Register today
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.