How do I create and submit a support request? I need help modifying our workflow!

[Mike LaBudde]

Help please! How do I create and submit a support request? I need help modifying our workflow! The 'resolution' on issues is no longer being set...

Thanks,

Mike

[John Funk · Accepted solution]

Here is the link to submit a request:

https://support.atlassian.com/contact/#/

But maybe we can help you here. Are you able to access the Workflow?

But just a note, you cannot modify workflows for Next-gen projects. 

[Mike LaBudde]

John: Thank you for your reply! Yes, I can access and edit the Workflow. I assume I created the problem when I removed the "Done" status. I have tried to add a transition (post action?) to the "Accepted" status to set the resolution but it won't allow me to do this to an active (or draft) workflow. I think I can resolve this by adding back the "Done" status and the new path/transition would then be In-Progress -> Accepted -> Done -> Closed. Seems silly to have to do this to set the resolution but, oh well.

Thanks for your help.

[John Funk]

The way to solve that is to first copy the workflow, then make your changes to the inactive workflow. 

Then update your Workflow scheme to sub out the old workflow for the new workflow. Just make sure you match up the appropriate Issue Types when you add the new workflow. 

The publish the modified workflow scheme. 

[Mike LaBudde]

The Workflow we had was:

Open > Backlog > In-Progress > Testing > Accepted > Done

I changed it to:

Open > Backlog > In-Progress > Testing > Accepted > Closed

Which do you think is better - changing the Workflow to:

Open > Backlog > In-Progress > Testing > Accepted > Done > Closed

or modifying Accepted to set the resolution to 'complete'?

Thank you for your help and guidance! I really appreciate it.

[John Funk]

Jira does some things based on the type of project and board where it is expecting Done to be the last column on your board. 

So my first question is why aren't you just letting Done be the last column? If it is Done why do you have to Close it later? 

The trick comes into when you are setting the Resolution and there is still another column to move to. 

[Mike LaBudde]

Closed is the last column; I will add the Done status back and then both Done and Closed tickets will be in the last column.

I like the consistency of the initial state of all issues is Open and the final state of all issues is Closed. An issue need not be resolved to be Closed. (eg if it were rejected) I will reexamine my thoughts on this.

Thank you for your time and help; I really appreciate it.

[John Funk]

Why not just have Closed as the last status and not use the Done status at all? Then you can set the Resolution field to Done or Rejected or Obsolete or whatever you want. Just make the Closed status a Done type status category. 

Just some thoughts - but definitely do what works best for you and provides you with the best data.  :-)

And happy to help  :-)