Requirements
JIRA Administrator login
Jira Misc Custom Fields for Jira Cloud
| Note |
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This Recipe uses an additional Marketplace app - Jira Misc Custom Fields (JMCF) - to track the number of times a fix has been rejected. The custom field uses the Transition Count custom field type, which calculates the number of times an issue has been moved through a specific workflow transition. If you do not have access to JMCF for Jira Cloud, it is still possible to achieve the same outcome but it will require extra steps. Instead of using a single JMCF custom field, you will need to create a standard custom Number Field and an additional post-function that increments the Number field. These additional steps are not included in this Recipe. |
Workflow configuration
Consider the workflow shown in Figure 1, right. This workflow is based on the default IT Service Management workflow.
In this configuration, the Resolved status is categorized as Done, but it is an unconfirmed resolution. A workflow could be configured this way to differentiate between an issue that the support team considers fixed but reporting requirements make it necessary or preferable to track closed issues separately. Additionally, an automation could be configured to close Resolved issues (and only Resolved issues) after several days of inactivity. Lastly, it enables the Fix Rejected transition, which is an integral part of this Recipe!
1. Create a Transition Count custom field for “Rejected Count”
As noted above, this step requires an additional Marketplace App - Jira Misc Custom Fields (JMCF).
Before updating your workflow, you need to add a custom field to your Jira instance; this custom field will store the number of times an issue has been moved through a transition. This custom field will track the number of times, if any, an issue is moved through the Fix Rejected transition.
Log into your Jira instance as an Administrator.
Click on the Settings icon ⚙️ in the upper right corner.
Select Apps.
In the left-hand panel, click Jira Misc Custom Fields then click My custom fields.
In the upper-right corner, click New custom field.
In the window that opens, select Transition Count and click Next.
Select the screens on which the new field should be included. Click Next.
Configure the custom field:
Transition From Status - Select
Resolved.To Status - Select
Reopened.Click Save.
2. (Option 1) Create a custom field for “Escalation”
This section is optional. There are Jira standard fields such as Flagged or Priority that can be used to represent an escalated issue. If you plan to use Flagged, it may need to be added to you issue Field Configuration. See this page for information on adding fields to an issue: https://support.atlassian.com/jira-cloud-administration/docs/change-a-field-configuration/.
If you choose to use one of the above fields, you can skip this section.
In this section you will create a custom field that represents the escalated state of the issue. This is a standard Jira custom field, and can be a check box for a straightforward Escalated/Not Escalated configuration. Or it can be a Select List that enables you to create multiple Escalated states, each of which could be handled differently (e.g. different teams or other, different automations for each state).
Log into your Jira instance as an Administrator.
Click on the Settings icon ⚙️ in the upper right corner.
Select Issues.
In the left-hand panel, click Custom fields.
In the upper-right corner, click Create custom field.
From the list of Standard fields, select the type for your scenario:
Checkboxes - For a single Escalated/Not Escalated setup.
Select List - For multiple, different Escalated states.
Configure the field (Figure 3, right):
Name - Enter “Escalated”.
Description - (Optional) Enter a description.
Options - Enter the needed options.
For a Checkbox, create a single option suck as True and click Add.
For a Select List, create any options needed and click Add.
Click Create.
3. Open the workflow
Once you have the custom fields added to your issues, you can update the workflow.
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4. Add a Set issue field(s) post-function to the “Fix Rejected” transition
The last step of this Recipe is to add a Set issue field(s) post-function to the transition between the Resolved status and the Reopened status. This post-function will only fire conditionally - if the Rejected Count field value is greater than or equal to 3, the post-function will set the Escalated field to True.
In your workflow, add a post-function to the Fix Rejected transition:
When viewing the Workflow in Diagram view, select the Transition and click the Post Functions link. Click Add post function at the top of the list of existing post functions.
When viewing the Workflow in Text view, click the name of the Transition then select the Post Functions tab. Click Add post function at the top of the list of existing post functions.
Select Set issue fields (JMWE app) from the list and click Add.
Configure the post-function as follows:
Target issue(s) (Point 1, Figure 4, right) - Set to
Current issue.Add field(s) (Point 2, Figure 4, right)- Select the field you’re using for escalation, e.g.
Flagged,Priority, or the custom field you created in Step 2 above,Escalated.Options - Set as needed. For example, if using
Flaggedor a checkbox version ofEscalated, set the optionSet only if field is emptyso that the post-function will only attempt to escalate an issue that isn’t already escalated.Value (Point 3, Figure 4, right) - Enter
Trueif using checkboxes, or the value to select if using a Select List.Click Add (Point 4, Figure 4, right).
Send notifications - Configure as needed.
Conditional execution (Point 5, Figure 4, right)
Check the box for
Run this post-function only if a condition is verified.Enter the following in the code editor:
{{ issue.fields["Rejected Count"] >= 3 }}
Run as - It is recommended to leave this set to
Addon user.Delayed execution - Configure as needed.
Click Add.
