Jira is not treating tickets with status "canceled", "closed" or "resolved" as closed tickets

[Jessie Daniel Manansala]

Hello Guys,

Need you help with this issue.

Initially, we were using the "Incident Management workflow for Jira Service Management" workflow when handling incident request types. All process were working as normal.

Recently, we changed our workflow to our company's need. We copied an existing workflow and edited the values of the statuses in there. However, when transitioning from one status to another, I noticed that the pop up screen is not appearing anymore. My real problem is when selecting "Canceled" and "Awaiting User Confirmation" [which we used to replace "Completed" status], the ticket is not getting removed from the Open queue so I had an idea that it was not really closed.

I confirmed this behavior when I extracted the report for "Created vs Resolved" and not all of the tickets I marked as "Canceled" or "Closed" were there. Just the tickets which were closed prior to when we implemented the new workflow.

I searched for ways on how to properly close the ticket when final status is selected. One of them is making the pop up message appear (please see attachment) in order for the system to really treat that ticket as a closed incident and be included in the report but it doesn't pop up even if I added that screen to a specific status. 

I am at lost here and would really need some advice. My last option is just to go back from the default workflow and just change the status names from there but I don't want to break the workflow without testing it first.

So to summarize my concern:
1. How can I make the tickets really closed when final status is selected?
2. Am I correct in understanding that the pop up screen has something to do with the ticket closure? I am using the Problem template to test this functionality.

Thank you!

[Alex Koxaras -Relational- · Accepted solution]

Hi @Jessie Daniel Manansala and welcome to the community,

Most likely when you've changed the workflow and created new statuses, you didn't add:

1. Either a post function to set automatically the resolution of the ticket
2. Or you didn't add a transition screen to the transition leading to e.g. Cancelled status, to which the user could select the resolution

I would suggest for you to:

• Create a new resolution screen (cog > screens > add screen)
• Add Resolution field inside this new screen (find the field and add it)
• Edit your workflow and to all transitions that leads to a final status (e.g. cancelled, or closed etc), add this new transition screen (cog > workflows > edit workflow)
• Add a validator to all the above transitions so that the Resolution field is mandatory with the appropriate user message (click on the transition and click on validators)
• If you have a transition which reopens any ticket in a final status, add a post function which clears the resolution. (click on the transition and click on Post Functions)

Let me know if all the above helps.

Alex

[Jessie Daniel Manansala]

Hello Alex,

Thanks for your advice. I've just read your advice and will try that. I've just finished another test and need your advice on this one as well.

I have created a copy of Problem Management Workflow and there I put my desired flow. Please take note that the transition to both Open>Complete and Open>Cancel was not touched in any way. 

Under the Open Status, there were two existing status namely "Investigate" and "Pending" to which I've changed it to "Investigate>Under Investigation" and "Pending>More information needed". I then added a 3rd status called "Pending external information".

The flow between Open -> Investigate -> More information needed and Pending external information doesn't have any connection to Open -> Complete and Open -> Cancel.

I've published the copy with the new flow and for some weird reason when I am selecting either Complete and Cancel, system is not treating the tickets as Closed again and not removing them in the Open queue. They are not appearing in the reports anymore even though I've not touched those flow and were not connected to the flow I've added.

Just to clarify on the suggestions you have provided, the default workflow doesn't have any trigger, condition or validator. It does have properties and functions but I didn't touch any of those to the copied workflow but then the issue appeared again without me modifying any setting for the closure flow/transition.

Here's a sample screenshot of the draft workflow I've created. I just want some clarification on why the Cancel and Complete functionality not working anymore even though I've not touched it.

Thank you!

[Alex Koxaras -Relational-]

@Jessie Daniel Manansala,

Please do the following:

• Click on any transition to a "final" status 
• Check If there is attached any transition screen to it
• Check their post functions to see if RESOLUTION is set automatically

If NONE of the above is valid, then it's no wonder why this doesn't work as expected. During the transition to a final status (canceled, closed, completed) the RESOLUTION must be set (either automatically, or via a post function).

So the advice I gave you on my previous comment, still stands. Try it and let me know if that works (alternatively, paste me an image of the post functions of a transition to a final status (canceled, closed, completed)

Alex

[Jessie Daniel Manansala]

Hello @Alex Koxaras -Relational-,

Good Day!

The addition of resolution in the post-function worked!

It also opened up some more ideas to me because of that. The reason why I was hesitant to do your advice was because there were no post-function statement in the default workflows but it is still closing the tickets. That's what I want to resolve without using post function.

It was because of the "SCREENS" that include the resolution page in it which is kind of similar in logic to the "POST-FUNCTION" process you suggested.

May this article help others who may experience the same situation in the future.

All good on my side now. Thank you for your help!

Jessie

[Alex Koxaras -Relational-]

Good to know!

Kindly mark this answer as accepted, so as to help other people inside this community find the right answers :)