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Submitted URL: http://confluence.atlassian.com/display/SDKB/Replacing+legacy+automatic+transitions+with+automation+rules
Effective URL: https://confluence.atlassian.com/jirakb/how-to-fix-this-service-project-may-not-work-as-expected-error-777027034.html
Submission: On October 30 via api from FR — Scanned from FR
Effective URL: https://confluence.atlassian.com/jirakb/how-to-fix-this-service-project-may-not-work-as-expected-error-777027034.html
Submission: On October 30 via api from FR — Scanned from FR
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HOW TO FIX THIS SERVICE PROJECT MAY NOT WORK AS EXPECTED ERROR
RELATED CONTENT
* Possible causes to error: "You don’t have permission to transition this
issue/ticket"
* Error when transitioning an issue to a known status with Jira Automation
* Status not changing when comment is added to the ticket
* How to automatically change the assignee when transitioning the workflow
* Allow Customers to reopen issues only within X days from resolution
* Restrict Transition Options for Issues in On Hold and Pending with Requester
Status
* Using the request-channel-type property on filters
* Workflows Troubleshooting
* How to automatically update Jira Service Management Approvals when Assets
approvers change
* No customer email notification received from Subtask in Jira Service
Management project
STILL NEED HELP?
The Atlassian Community is here for you.
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PROBLEM
When viewing your Jira Service Management project, you see the following
configuration error message:
This service project may not work as expected.
When you click the message, you see the following details:
Wait! We need to talk...It looks like you haven't yet moved to our new and
improved automation rules. We need to disable your existing issue transitions to
make sure your service project runs smoothly. As a project admin, you can create
a "Transition on comment" automation rule here. When you're ready, click below
to disable your previous issue transitions and remove this error message.
CAUSE
The Jira Service Management project workflow has been modified to
include customized issue transitions that are no longer supported. When
modifying your workflow, you or a previous Jira administrator likely made the
following changes:
1. Configured a customer to agent transition by adding the sd.step.key property
key and sdWFCustomer property value to a step, and then adding
the sd.action.key property key and sdWFCustomerToWFSupport property value to
a transition (or action) from that step to another step.
2. Configured an agent to customer transition by adding
the sd.step.key property key and sdWFSupport property value to a step, and
then adding the sd.action.key property key
and sdWFSupportToWFCustomer property value to a transition (or action) from
that step to another step.
Legacy transitions such as those referenced above have been replaced by
automation rules, which are much easier for you to configure and manage in each
service project. The configuration error message will appear in your service
project until these legacy issue transitions are disabled.
RESOLUTION
CHECK YOUR JIRA SERVICE MANAGEMENT PROJECT WORKFLOW PROPERTIES
We recommend that you view the project's workflow (which can be found by going
to > Issues > Workflows) and examine the properties for each workflow step:
* If one of your workflow steps has the sdWFCustomer property value, see if you
can find a linked transition with the sdWFCustomerToSupport property. If you
find one, you have been using the customer to agent transition in your
project. You will need to create a corresponding automation rule (e.g. "When
issue commented -> If [status of step] -> Perform [transition]").
* If one of your workflow steps has the sdWFSupport property value, see if you
can find a linked transition with the sdWFSupportToWFCustomer property. If
you find one, you have been using the agent to customer transition in your
project. You will need to create a corresponding automation rule (e.g. "When
issue commented -> If [status of step] -> Perform [transition]").
CREATE A NEW AUTOMATION RULE
To mimic this legacy transition behaviour, you will need to create a new
Transition on Comment automation rule:
1. Open your service project and proceed to Settings > Automation.
2. Select New rule.
3. Choose Transition on Comment from the list of automation rules. The default
rule will mimic both the customer to agent and agent to customer
transitions. If you only want to use one of the transitions, you can simply
delete the IF condition that doesn't fit your needs. Note that the IF box
with the "and user is a customer" condition applies to the customer to agent
transition; the IF box with the "and user is not a customer" condition
applies to the agent to customer transition:
.
4. Once you have created the needed Transition on Comment rule, free to check
out the other automation rule options to help increase your team's
efficiency with additional service project processes.
DISABLE REMAINING LEGACY TRANSITIONS
Now that you've created an automation rule to replace legacy transitions, you
can resolve this error message.
1. Open the error message.
2. Select Disable old transitions. The legacy transitions will be disabled and
the configuration error message will be removed.
Last modified on Nov 23, 2020
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RELATED CONTENT
* Possible causes to error: "You don’t have permission to transition this
issue/ticket"
* Error when transitioning an issue to a known status with Jira Automation
* Status not changing when comment is added to the ticket
* How to automatically change the assignee when transitioning the workflow
* Allow Customers to reopen issues only within X days from resolution
* Restrict Transition Options for Issues in On Hold and Pending with Requester
Status
* Using the request-channel-type property on filters
* Workflows Troubleshooting
* How to automatically update Jira Service Management Approvals when Assets
approvers change
* No customer email notification received from Subtask in Jira Service
Management project
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