After customer approved transition to different status (2024)

Meytal BM

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November 18, 2021

Hi all, we allow our customers (aka our employees) to Approve / Decline part of the workflow for our incidents. In this case, if our customers Approved and one of the field values "deploy" = Yes, i want to transition them to a different status than the one I set in the workflow (closed).

I tried doing this (see image below), but i keep getting the errors "

Destination status could not be resolved. If using a smart-value ensure this resolves to a numeric status ID or untranslated name for issues (with current status):"

What am i doing wrong?

thanks

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Walter Buggenhout

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November 18, 2021

Hi@Meytal BM,

The trigger of your automation rule says that your issue must have been transitioned to statusDone.

Based on your description, my guess is that you don't have a transition from Done toReady for Deployment in the workflow of your issues.

Hope this helps!

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Meytal BM

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November 18, 2021

Thats right. I was trying to avoid that. Meaning i want to capture the Approve Call To Action so that instead of going to Closed, it will go to Ready for Deployment. I prefer not letting it go to Closed, then to Ready for Deployment. Is there a way to prevent that?

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Walter Buggenhout

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November 18, 2021

Yes, certainly. First of all you'll need to make sure that you have transitions in your workflow for every path you want your issue to follow.

Your approval step is now on the transition fromWaiting for Approval toClosed. If your most common scenario is to transition toReady for Deployment, then make sure you add your approval step there instead. You can then perfectly continue from the example you shared, but turn around the logic. So after the issue transitions to Ready for Deployment and you would like to automatically close the issue, apply that transition.

The key is most likely in your workflow design, where you need to make sure transitions are defined between each status you want to move into.

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Meytal BM

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November 18, 2021

I didnt think about it that way, but it does make sense.

Most comment is Waiting for Approval -> Approved -> Closed, but sometimes, we may need to transition it to Ready for Deployment instead of Closed which depends on a custom field (radio button = yes).

In my Workflow, after Approved = Yes, it transitions to Closed, not ready for deploy.

I guess I thought I can fork Ready for Deploy by capturing the Approve call to action somehow so that instead it goes to Closed, i can fork it to Ready for Deploy if that specific custom field is Yes.

But what you're saying, instead of doing that, I should change my workflow to Waiting for Approval -> Approved -> Ready for Deploy and if that Custom field was Yes, I leave it in Ready for Deploy, otherwise automatically transition it to Closed. Right?

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Walter Buggenhout

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November 18, 2021

I would even dare to leave outApprovedall together, move directly from Waiting for approval -> Ready for Deploy (as a consequence of the approval action by the customer). And then indeed, as you say, automatically transition to closed if your custom field is not 'Yes'.

That is of course based on what you are telling me. Just take a good look if it makes sense that way, don't include any unnecessary steps and make sure you have the necessary transitions in place.

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Meytal BM

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November 18, 2021

@Walter Buggenhout this is my current workflow. as you can see Approved transitions to Closed. So basically you're saying, transition to Ready for Deploy and if the custom field is No, automate to move it to Closed. And after Ready for Deploy, ability to Close manually. Is that correct?

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Walter Buggenhout

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November 18, 2021

Indeed. 😊

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Meytal BM

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November 18, 2021

@Walter Buggenhout lol here it is :)

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Walter Buggenhout

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November 18, 2021

Ok, but you will still be facing the same issue you started with. There is no transition from Ready for Deployment to Closed. And as long as you don't add that one, you will still get the same error from your automation rule as before.

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Meytal BM

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November 18, 2021

Yeah I noticed that when I sent you the workflow screenshot. I will change it in the next few days, test it out and update. thanks again!

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Meytal BM

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November 21, 2021

@Walter Buggenhout DONE and works. thank u