Workflow

[Rajan Dangol]

When a ticket is initially raised, the ticket status changed to waiting for support. And when the ticket is acknowledged, ticket is still in waiting for support. Is there a way to put it into "In progress". Also, user should be able to escalate ticket at any point of status. 

Regarding "Resolved" state, after x number of days, it should be closed. Is that an automation or can that be amended here?

Thanks,

Rajan

[Sherri Evans · Accepted solution]

Hello, 

If you want the ticket to move from "Waiting on Support" to "In Progress" after it is acknowledged, you would need to define what the triggering event is for it to be acknowledged and then based on that trigger an automation could transition the ticket.

For example 

- Issue created - Status "Waiting on Support" 

- Support Agent assigns ticket to themselves (triggering event for automation) 

- Ticket is automatically transitioned to "In Process" 

Regarding "Resolved" state, after x number of days, it should be closed. Is that an automation or can that be amended here?

- Yes, this would be an automation. 

[Rajan Dangol]

Support Agent assigns ticket to themselves (triggering event for automation)  - would this be assignee is Issue assignee within Jira automation?

[Sherri Evans]

Yes exactly, and depending on. your process and how you have it set up, you can base the automation on any field you want. So you can use the Assignee field if no one else assigns themselves except support agents or you could create a custom field for support agent that only they use and base the automation on that. 

[Nicolas Grossi · Accepted solution]

@Rajan Dangol you might take a look at this link: https://confluence.atlassian.com/jirakb/add-new-status-and-steps-to-jira-server-workflows-718835875.html

HTH

Nicolas

[Rajan Dangol]

Hi Nicolas,

Thanks, I am assuming that Ack state will be added after waiting for support?

[Nicolas Grossi]

@Rajan Dangol In your workflow, the ack action appears to be missing , you can add the action as it is the resolve issue. You might copy from the original WKF.

Regarding resolve to close after some days using automation, you might the following link:

https://community.atlassian.com/t5/Automation-questions/Jira-Automation-close-an-issue-a-set-number-of-days-after-event/qaq-p/2061753

HTH

Nicolas

[Rajan Dangol]

Hi Nicolas,

Thanks for your input. Can you please let me know how I can add ack action?

Thanks,

Rajan