Pop up Screen when changing Component

[Deleted user]

Hello!

We would like to add a pop up screen when the component of an issue gets changed to a certain value x. So if the issue has component y but then gets changed to x, the pop up screen should appear.

I know this works with transitions (in the workflow settings), but how does it work with components? 

Thank you very much for helping me out here.

Mara

[Ste Wright · Accepted solution]

Hi @[deleted] 

Natively, this isn't possible.

Unfortunately, I also don't know how you'd do this either - could you provide some more context in the reason this is needed perhaps?

Ste

[Deleted user]

Hi @Ste Wright , thanks for you reply.

Our Servicedesk (Service project) is used by multiple departments in the company. Each department equals a component. So whenever a ticket/issue needs to be moved to another department (for example from 1st level support to 2nd level support), only the components gets changed.

It runs very smooth like that, except for this small problem now. The popup screen is because 2nd level support wants the first level support to add information for them, which otherwise often gets forgotten.

[Ste Wright]

Hi @[deleted] 

You might be able to do this using an app, but I think it would be complex.

I'd probably check out Scriptrunner (and Behaviours), or Power Scripts, to see if they can handle this kind of customisation.

---

Natively, I'd do one of the following...

• Use a transition for escalations, so you can require the fields using validators and a transition screen
• Use Automation to check fields are populated during a change in the component - if not, reverse the change and/or let the user know that missing information delays the response to the customer

Which will work depends on how many scenarios you're dealing with here - if it's just one or two (eg. 1st > 2nd > 3rd level support) it might be fine to use the workflow option?

Ste

[Marc - Devoteam · Accepted solution]

Hi @[deleted] 

You could add transitions on your workflow that don't change the status of an issues.

Theses are called transitions to itself.

You could create a transition like 2nd level support, add a screen to this transition where the component and comment need to updated, provided.

See this Jira article

I use them for similar use case like the one you're describing.

In your example this will mean that you should remove component from the edit screen and just have it on create and view screens.

The transition is than the only means of changing the component value

[Deleted user]

Hi @Marc - Devoteam 

Thanks for your reply. Unfortunately, it is currently not possible to remove the component from the edit screen. But thanks anyway!