How to fix This service project may not work as expected error
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.
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:
- 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.
- 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Legacy transitions such as those referenced above have been replaced by automation rules, which are much easier for you to configure and manage in each service project.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.
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:
Open your service project and proceed to Settings > Automation.
Select New rule.
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:
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.
- Open the error message.
- Select Disable old transitions. The legacy transitions will be disabled and the configuration error message will be removed.