Edit transitions

Restriction. By default, queue settings can only be accessed by the queue owner.

The available transitions between statuses are set in the workflow settings. In the workflow editor, transitions are listed in the right column on the Statuses and transitions panel.

Add transition

To add a new transition between existing statuses:

  1. Select the workflow and click .

  2. Select the initial status in the Statuses and transitions panel.

  3. Go to the Add transition tab.

  4. Configure a new transition:

    FieldDescription
    Transition to status

    Indicate the status to transition to.

    Button name

    The name of the button in the Tracker interface that will switch the issue to this status. The same name is used for the transition in the editor.

    Button name in Russian

    The name of the button in the Russian Tracker interface that will switch the issue to this status.

  5. Click Save.

Change basic settings

To change the basic transition settings:

  1. Select the workflow and click .

  2. Select the transition from the right column on the Statuses and transitions panel.

  3. Go to the Basic information tab.

  4. Configure the transition:

    FieldDescription
    Transition to status

    Indicate the status to transition to.

    Button name

    The name of the button in the Tracker interface that will switch the issue to this status. The same name is used for the transition in the editor.

    Button name in Russian

    The name of the button in the Russian Tracker interface that will switch the issue to this status.

  5. Click Save.

Configure functions

Functions are additional actions that Tracker performs when switching between statuses. This can be sending emails, changing issue fields, setting resolutions, and so on.

To add a function:

  1. Select the workflow and click .

  2. Select the transition from the right column on the Statuses and transitions panel.

  3. Go to the Functions tab.

  4. Select one or more functions from the drop-down list.

  5. Adjust the function settings and click Save.

Set transition conditions

You can restrict when a transition is active. For example, a certain transition can be available to a restricted list of employees, or only to employees with specific roles.

Add criteria

To add criteria:

  1. Select the workflow and click .

  2. Select the transition from the right column on the Statuses and transitions panel.

  3. Go to the Criteria tab.

  4. Specify how criteria should be met:

    • all — All criteria must be met.

    • any — At least one of the criteria must be met.

  5. Select one or more criteria from the drop-down list.

    In addition to basic criteria, you can add a group.

  6. Configure the criteria and click Save.

Add a group of criteria

You can group criteria to logically combine them.

To add a group of criteria:
  1. Select the workflow and click .

  2. Select the transition from the right column on the Statuses and transitions panel.

  3. Go to the Criteria tab.

  4. In the Add criteria list, select Combine using AND/OR.

  5. Add criteria to the group and choose how criteria within the group should be checked.

  6. Click Save.

Customize the transition screen

The transition screen is a pop-up window that you can use to suggest changes to issue parameters. For instance, the transition screen can ask the user to enter a resolution, leave a comment, or record the time spent.

To customize the transition screen:

  1. Select the workflow and click .

  2. Select the transition from the right column on the Statuses and transitions panel.

  3. Go to the Transition screen tab.

  4. Enable the option Show screen for this transition.

  5. Customize the screen settings:

    Name

    Description

    Screen name

    Popup title

    Screen name in English

    Popup title in the English interface

    Fields on the transition screen

    Select fields that can be configured on the transition screen. If necessary, set default values for the fields.

    To make a field mandatory, select the box to the right of the field.

    Form for time spent

    Enable this option to have a time tracking form appear on the transition screen.

    Adding links on transition screen

    Enable this option to show a form for adding related issues on the transition screen.

    Form for comments

    Enable this option to include a comment field on the transition screen.

  6. Click Save.