This section provides information on general settings of Workflow Actions
Warning
Before you start, log in as a user with the Jira Administrators global permissions.
Steps
To set a configuration:
Go to Jira Administration > Manage apps.
In the Actions for Jira Service Management section on the left sidebar select Workflow Actions.
Go to Workflow Actions > Comment on transition. Setting up comment on transition in Workflow Actions with Actions for Jira Service Management
Note
Your comment will be added to the issue during executing the transition from the Customer Portal. You can also leave this field empty.
Remember, configured comment will be added as internal, visible only for Jira agents. They are informed about changing status by a customer. It may include some additional information explaining what transition was executed and who has performed the action.
The pattern for comment:
%ACTION_NAME% as a transition name. It returns the transition’s name from workflow (or customized name).
%CURRENT_USER_NAME% as a user’s name. It returns user’s Display Name.
Examples
If you want to have a bolded and underlined text:
Set configuration in Workflow Actions section > Comment on transition. Setting up comment on transition in Workflow Actions with Actions for Jira Service Management
Go to the issue > Comments section.
Now you can see how comment on transition works with Actions for Jira Service Management
If you want to have a bolded and green text:
Set configuration in Workflow Actions section > Comment on transition. Setting up comment on transition in Workflow Actions with Actions for Jira Service Management
Go to the issue > Comments section. Now you can see how comment on transition works with Actions for Jira Service Management
Go to the Customfield section.
It stores the user who affected the transition.
Note
You can choose users if you have Browse Users permission in Jira Administration > System.
[Optional] Configure the following:
Show icon if fields exist on transitions: Shows the icon below the name of transition on the Customer Portal.
Send e-mail on transition: If you want to send an e-mail on the selected transition, you need to have an e-mail client account defined in your settings.
Move actions to the request view panel: The transitions will be displayed along with the native actions on the customer request view, above the shared with section.
Click Save. Setting up workflow actions with Actions for Jira Service Management
Result
A new configuration is added.
Set e-mail customer notifications
Steps
To set a configuration:
Choose Projects at the top of the screen.
Choose the service project you want to configure.
From service project sidebar, select Project settings > Customer notifications.
Go to Default rules > Customer-visible status changed > Edit. Setting up customer-visible status changing notifications with Actions for Jira Service ManagementThe Customer-visible status changed box appears.
Configure the following:
To: Choose who will get notifications. For example: Customers involved.
Note
If you want to exclude the person who caused the action, mark this option.
Content: You can use this pattern: ${event.user.name} changed the status to ${request.status} or make changes by clicking Insert variable and choosing the variant from the list.
Preview: Here is information about status changes.
Note
You can click View request and go to the request types view on the Customer Portal, Turn off request’s notifications or Send me a test email.
Click Save. Now you can configure customer-visible status changing notifications with Actions for Jira Service Management
Result
A new configuration is added.
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