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Every issue status has following attributes :

  • Description - if filled it will be displayed as request status name in Customer Care Portal
  • Display issue - If checked then issue will be displayed here 
  • Send notification - If checked a notification email will be sent to the customer (configured here)
  • Affect on SLA - If checked then amount of time when issue stays in this status affect SLA


Automatic status transition

the plugin can automatically change issue status when one the following action will perform:

  • Customer response status - If customer add new comment or attachment then issue status will be changed on selected in this field
  • Support response status - If Jira user add new comment in the "Customer comments" tab then status will be changed on selected in this field


Issue status will be changed only if the target status has direct path to the current status

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