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Actions for Jira Service Management
Actions for Jira Service Management
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Last updated Jun 1, 2022

Transition configuration

This section provides information on adding and editing transitions

Warning

Before you start, log in as a user with the Jira Administrators global permissions.

Create an Edit transition

Steps

To set configuration:

  1. Choose Projects from the top navigation bar.
  2. Choose the service project you want to configure.
  3. From service project sidebar, select Project settings and create a request type, for example: Business trip, issue type: Task.
    Create a request type
    Create a request type
  4. Go to Workflows section.
  5. Click on the workflow (in our example: with Task issue type).
    Go to your workflow
    Go to your workflow
  6. Go to Edit in the top right corner.
    Go to Edit in the top right corner with Actions for Jira Service Management features
    Go to Edit in the top right corner with Actions for Jira Service Management features
  7. Click Add transition.
    Click Add transition with Actions for Jira Service Management features
    Click Add transition with Actions for Jira Service Management features

    The Add Transition dialog box appears.
  8. Set the transition from Any status to Itself.
  9. Click Add.
    Enable the Jira Service Management self service
    Enable the Jira Service Management self service
  10. Once you are finished, click Publish.
Transition display name on the Customer Portal with Actions for Jira Service Management app
Transition display name on the Customer Portal with Actions for Jira Service Management app

Result

The Edit transition is created.

Note

Bear in mind that the Actions app is based on standard Jira transitions, therefore adding a transition to the workflow affects not only Customer Portal but also Jira view.

Tip

To hide an added transition, define a specific condition which can show the transition only to users having particular roles assigned, e.g. Service Desk Customers roles. In this way, all users without the particular roles assigned, won’t see and execute the indicated transition.

To define a condition:

  • Go to Project settings > Workflows > Edit then select the transition you want to edit, and click Conditions.
Transition display name on the Customer Portal with Actions for Jira Service Management app
Transition display name on the Customer Portal with Actions for Jira Service Management app
  • Next, click Add condition and select: Only users in project role Service Desk Customers can execute this transition.
Transition display name on the Customer Portal with Actions for Jira Service Management app
Transition display name on the Customer Portal with Actions for Jira Service Management app

Configure an Edit transition with Workflow Actions

Select transition

Steps

To set configuration:

  1. Go to Jira Administration > Manage Apps.
  2. Select Workflow Actions from the menu in the Actions for Jira Service Management section.
  3. Go to Add or Edit transition > Transition and select a proper transition.
    Note
    • This app is dedicated only for service projects, therefore choose transitions for service workflows.
    • To add a workflow action to the Customer Portal, select the transition from the list. Take a look at the transition’s ID and workflow name. It is important to select the proper transition. Remember, the same transition ID may exist in different workflows.
    • If you want to find a specific transition by typing its name, remember to type a transition name, not project name.
    Select transition in the Jira Service Management workflow actions
    Select transition in the Jira Service Management workflow actions

Check transition ID number

Explanation of notation

Edit (131):
Edit - name of the transition
131 - ID number

Steps

To check ID number:

  1. Choose Projects at the top of the screen.
  2. Choose the service project.
  3. Go to your workflow and click the pen icon.
    Go to your Jira Service Management workflow and click the pen icon
    Go to your Jira Service Management workflow and click the pen icon
  4. Go to Export > As XML.
    Go to Export as xml
    Go to Export as xml
  5. Check ID number.
    Check transition ID number
    Check transition ID number

Result

The transition ID number is copied to clipboard.

Set a Display name

Type the name of transition shown on the Customer Portal if you want to set a different name than workflow action name translated by i18n. You can leave this field empty and display name will be copied from the workflow.

Use the Actions for Jira Service Management features to set the transition display name
Use the Actions for Jira Service Management features to set the transition display name

Transition display name on the Customer Portal:

Transition display name on the Customer Portal with Actions for Jira Service Management app
Transition display name on the Customer Portal with Actions for Jira Service Management app

Note

Thanks to Actions’ compatibility with Theme Extension, your transition set in the Actions app is displayed on the themed Customer portal, while the transition’s link visible on Request Details View is well noticeable by presenting the transition icon.

Transition display name on the Customer Portal with Actions for Jira Service Management app
Transition display name on the Customer Portal with Actions for Jira Service Management app

Hide empty fields

Hide fields which are empty when editing the issue.

Hide empty fields checkbox
Hide empty fields checkbox

Hide empty fields option on the Customer Portal:

Hide empty fields option on the Customer Portal with Actions for Jira Service Management app
Hide empty fields option on the Customer Portal with Actions for Jira Service Management app

No Hide empty fields option on the Customer Portal:

No Hide empty fields option on the Customer Portal with Actions for Jira Service Management app
No Hide empty fields option on the Customer Portal with Actions for Jira Service Management app

Description

Set a description which will be shown on the transition screen on the Customer Portal.

Transition description on the Customer Portal
Transition description on the Customer Portal

Transition description on the Customer Portal:

Transition description on the Customer Portal with Actions for Jira Service Management app
Transition description on the Customer Portal with Actions for Jira Service Management app

Attachments and validation

Validation is a way to check if the field values inserted by a customer meet your previously set criteria. For example, you can check if the text value doesn’t exceed the character limit. To do that, insert your Custom Validator URL into the field.

If you allow the customers to include attachments to their requests, you can choose if they should be added before, or after the transition is validated.

Attachments and validation configuration in the Jira Service Management workflow
Attachments and validation configuration in the Jira Service Management workflow
Note
  • Custom Validator URL needs to be a relative link starting with a “/” mark.
  • The standard Jira validation process will occur regardless if a custom validator is set.
  • In case of an unsuccessful validation, the attachments are added after the transition will not be added to the request, nor will they be available for post functions.
Tip

You can also use the ScriptRunner app to create your own custom validators. For more information, see ScriptRunner compatibility.

Fields and custom fields

Added fields and custom fields are shown on transition screen on the Customer Portal and customer can edit them.

Note

Remember, at the beginning add fields to the proper screen.
To add fields to the screen, go to Jira Administration > Issues > Custom fields > Add custom field.

Steps

To add fields/custom fields to transition:

  1. Go to Fields & Custom Fields.
  2. Select fields from the list.
    Note
    • Supported fields: Attachment, Summary, Description, Environment, Due Date, Priority, Assignee, Reporter, Affects Version/s, Fix Version/s, Resolution, Comment.
    • Supported custom field types: Single Text, Multi Text Line, Date Picker, Single Select, Multi Select, Bundled Fields from Extension for Jira Service Management.
    • You can change the fields order by drag and drop.

    Read more about Supported fields and find out whether your target field is supported by our app.


    Custom field selection
    Custom field selection

Fields are added to the configuration.

Fields are added to the configuration with Actions for Jira Service Management app
Fields are added to the configuration with Actions for Jira Service Management app

Added fields on the Customer Portal:

Added fields on the Customer Portal with Actions for Jira Service Management app
Added fields on the Customer Portal with Actions for Jira Service Management app

  1. Options for editing or deleting configuration are at the right of the table:
    • Hide characters: Mark it if you want to have a text hidden behind asterisks. When you fill in the form on Customer Portal the text is hidden behind asterisks, but in the request detail view the text is revealed.

Note

In created request detail view the text is visible, but if you want to edit your request, the text is hidden behind asterisks.

Hide characters checkbox
Hide characters checkbox

Hide characters option on the Customer Portal:

Hide characters option on the Customer Portal with Actions for Jira Service Management app
Hide characters option on the Customer Portal with Actions for Jira Service Management app

No Hide characters option on the Customer Portal:

No Hide characters option on the Customer Portal with Actions for Jira Service Management app
No Hide characters option on the Customer Portal with Actions for Jira Service Management app

  • Notify on comment: If you want to get e-mail notifications about entered comments and statuses changing after adding comments during executing a transition.
    Note
    Comment which is entered during the transition is added as an internal (notification) comment and also as a public one.
    Notify on comment
    Notify on comment
  • Make it required: If you want to make fields required.
    Make required option
    Make required option
    Required fields on the Customer Portal:
    Required fields on the Customer Portal with Actions for Jira Service Management app
    Required fields on the Customer Portal with Actions for Jira Service Management app
  • Make it optional: If you want to make fields optional.
    Make field optional
    Make field optional
    Optional fields on the Customer Portal:
    Optional fields on the Customer Portal with Actions for Jira Service Management app
    Optional fields on the Customer Portal with Actions for Jira Service Management app
  • Remove: If you want to remove fields from the screen.
    Remove fields button
    Remove fields button
    Removed Rooms field on the Customer Portal:
    Removed Rooms field on the Customer Portal with Actions for Jira Service Management app
    Removed Rooms field on the Customer Portal with Actions for Jira Service Management app
  1. Click Add.
    Confirming transition
    Confirming transition

Result

The Edit transition is added to the Transitions and screens section.

Result of adding Edit transition to the Transitions and screens section with Actions for Jira Service Management
Result of adding Edit transition to the Transitions and screens section with Actions for Jira Service Management

Transitions and screens

Options for editing or deleting configuration are at the right of the table:

  • Description: If you hover the mouse pointer over the eye icon, the description will be displayed.
    Hover the mouse pointer over the eye icon to display the description with Actions for Jira Service Management
    Hover the mouse pointer over the eye icon to display the description with Actions for Jira Service Management
  • Show fields: If you want to see which fields are added.
    Click Show fields to see which fields are added with Actions for Jira Service Management app
    Click Show fields to see which fields are added with Actions for Jira Service Management app
    In Fields Preview section you can see added fields and which of them are required or optional.
    In Fields Preview section you can see added fields and which of them are required or optional with Actions for Jira Service Management app
    In Fields Preview section you can see added fields and which of them are required or optional with Actions for Jira Service Management app
    Click Close to go back to the previous page.
  • Edit: If you want to edit your settings, click the pen icon.
    Click the pen icon to edit your settings with Actions for Jira Service Management app
    Click the pen icon to edit your settings with Actions for Jira Service Management app
  • Translate: If you want to translate transition, click the second icon in the Action section.
    Go to translate transition with Actions for Jira Service Management app
    Go to translate transition with Actions for Jira Service Management app
    The Translate transition dialog box appears.
    Example

    If you want to display a configuration in the German language by choosing de language code, the Display name and Description will be identically translated you set it below.

    Set configuration and click Save and then Close to go back to the previous page.
    Set translation configuration with Actions for Jira Service Management app
    Set translation configuration with Actions for Jira Service Management app
  • Delete: If you want to delete a transition from the list, click the cross icon.
    Note
    Deleting a transition will result in the loss of all associated data.
    Delete transition from the list with Actions for Jira Service Management app
    Delete transition from the list with Actions for Jira Service Management app
    Result of deleting the transition from the list:
    Result of deleting transition with Actions for Jira Service Management app
    Result of deleting transition with Actions for Jira Service Management app
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