Close ticket - Escalated - This was auto-generated by Jira Service Desk during workflow import

[Sara Jones]

I have two Service Request tickets in Jira that are marked with Escalated. When you hover over the Escalated, it displays ESCALATED - This was auto-generated by Jira Service Desk during workflow import. I have ADMIN rights but no longer see the option to RESOLVE and CLOSE the ticket like I do in other tickets. 

Does anyone know what we need to do in order to mark these resolved and closed? 

[Jack Brickey · Accepted solution]

@Sara Jones, I suspect it is an issue with your workflow. If you are an admin go to project > project settings > workflow and edit the associated workflow. See if there is a ‘closed’ status and a transition to the ‘closed’ status.

[Sara Jones]

@Jack Brickey That worked, thank you!

[Jack Brickey]

You are most welcome. If your question is now resolved be sure to click the checkmark above to accept solution as it helps others when they have a similar question.