New status created but showing strikethrough

[Christine Lamonde]

I created a few new status.  All are working fine except one.  The one called "With TRU" shows with a strikethought (once we add With TRU, Actions moves to the right and Done is added).  How can I change that so when I select with TRU, it doesnt flip to done. 

[Hans Polder]

@Christine Lamonde ,

The 'Done' value you're seeing, is the 'Resolution' of the ticket. Somehow, it's being set for this ticket once it moves to status 'WITH TRU'.

Can you confirm this by creating a few test tickets and moving them to this status from different other statuses (if possible), to see if this behavior happens every time?

The cause for this behavior will likely be one of these threereasons:

1. In the workflow there is a 'Post Function' that sets the Resolution
2. The ticket was closed before (with Resolution 'Done'), and then reopened, but in that reopen transition there was no 'clear Resolution' post function, causing the Resolution to be unchanged
3. There could be an Automation Rule that automatically does this, based on a transition to the 'WITH TRU' status.
   1. You could validate this by opening the ticket in question in the full view, then on the bottom right open the 'Automation' section, refresh the details and see if there is a green 'tick' that shows that an Automation Rule touched this ticket.

[Christine Lamonde]

morning Hans, figured it out.  I had a check box "set resolution" on that status.  All good now for new tickets (old ticket still have strike but thats ok. Appreciate the help

[Hans Polder]

@Christine Lamonde ,

Happy to hear it was fixed! You can bulk edit old tickets to solve the strikethrough-issue, or simply add a few 'Clear Resolution' post functions to transitions moving away from the 'WITH TRU' status, so things will clear themselves out. Or, just wait until these tickets are really resolved/closed and then it will also be sorted.

If you don't need more help, it would be helpful if you can select the 'Accept answer' button above, then the question will be marked as Resolved and other helpers won't need to open it to see if they still need to help out ;)