Configure transitions

Restriction. By default, only the queue owner can configure a queue.

Use transitions to configure rules for changing the status of issues, such as conditions for transitions between statuses, macros triggered after status changes, and transition screens with fields for users to fill in.

Add transition

You can add transitions between statuses available in your workflow:

Select the workflow and click .
Select the initial status in the Statuses and transitions panel.
Go to the Add transition tab.

Configure a new transition:


Field	Description
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.


Field	Description
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.

Click Save.
Edit your transition if you want to add conditions or macros.

Configure the transition button

You can change the status an issue should transition into as well as the name of the transition button:

Select the workflow and click .
Select the transition from the right column on the Statuses and transitions panel.
Go to the Basic information tab.

Configure the transition:


Field	Description
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.


Field	Description
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.

Click Save.

Configure macros

You can configure macros to trigger automated actions during status transitions. Actions that can be triggered include sending emails, changing issue fields, setting resolutions, and others.

To add a macro:

Select the workflow and click .
Select the transition from the right column on the Statuses and transitions panel.
Go to the Functions tab.
Select one or more functions from the drop-down list.
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:

Select the workflow and click .
Select the transition from the right column on the Statuses and transitions panel.
Go to the Criteria tab.
Specify how criteria should be met:
- all — All criteria must be met.
- any — At least one of the criteria must be met.
Select one or more criteria from the drop-down list.

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

Select the workflow and click .
Select the transition from the right column on the Statuses and transitions panel.
Go to the Criteria tab.
In the Add criteria list, select Combine using AND/OR.
Add criteria to the group and choose how criteria within the group should be checked.
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:

Select the workflow and click .
Select the transition from the right column on the Statuses and transitions panel.
Go to the Transition screen tab.
Enable the option Show screen for this transition.

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.


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.

Click Save.

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