Use Workflow Auto-Advance
If you want to auto-transition issues during Issue Creation via JEMHC, or to switch workflow status when an external user comments by email, then this is the feature for you!
Step-by-step guide
In this example we'll use the freely available ITIL support ticket workflow, shown below:
Workflow Advance Fields
If the workflow advance rule is with a Project Mapping, it is scoped to that Project alone. If entered in the Default Project Mapping, it has the ability to be inherited through all Project Mappings, defined centrally.
When Issue Type Is | With Issue Status | Apply On | Execute Workflow Transitions | Last Transition comment (optional) |
|---|---|---|---|---|
Scope possible changes to specific issue types | Scope possible changes to specifically named statuses | Scope possible changes to Create/Comment or Create and Comment | Define the transitions required, CSV style (yes, there can be more than one) | Optional text, eg: What? Its not fixed?! We'll get right on this! |
Transitioning due to an external comment (Action Needed)
For this scenario, the expectation is that previously, the issue was set to Waiting on Customer, such that going back to Action Needed makes sense:
Required configuration
When Issue Type Is | With Issue Status | Apply On | Execute Workflow Transitions | Last Transition comment (optional) |
|---|---|---|---|---|
Support Request | Waiting On Customer | On Comment | Action Needed |
|
Transitioning from Closed (Reopen)
For this scenario, the expectation is that the issue will have been Closed, being subsequently commented on, needs to get back to Action Needed. In the example ITIL workflow, this is done through the Reopen transition:
JEMHC Configuration
See Profile > Project Mappings > n > Issue > (edit) > Workflow Advance
Adding a Configuration
After editing Profile > Project Mappings > n > Issue, select Add Workflow Advance Mapping:
Then fill in the blanks:
Example Configuration for a transition
When Issue Type Is | With Issue Status | Apply On | Execute Workflow Transitions | Last Transition comment (optional) |
|---|---|---|---|---|
Support Request | Closed | On Comment | Reopen | What? Its not fixed?! We'll get right on this! |
Multiple Transitions
Going a little further, with the following configuration, the issue can be transitioned back into closed status (first Reopen Issue, then Closed Issue) for example (also applying to Bug and Support Request Workflow, in Resolved, Closed status:
When Issue Type Is | With Issue Status | Apply On | Execute Workflow Transitions | Last Transition comment (optional) |
|---|---|---|---|---|
Bug,Support Request | Resolved,Closed | On Comment | Reopen Issue, Close Issue | This issue is closed, please log new issues for new issues |