Messed up my workflow - Closed cases still showing in All Open queue

Question

Hi there,

So I'm trialing JSD and was messing about with Workflows. The organisation I work for was happy to allow allow any ticket to transition to any status. So I added the various statuses which we use and pretty set all of the transitions to All.

It kinda worked in as far as I can go from any status to any other status but when I change the status to closed, the case remains in the 'All open' queue.

Any idea what I need to do to make closed cases go away?

Thanks in advance,

David

IMGS IT · Answer

I restored the original Workflow so I'll post a different question about how not to mess it up!

IMGS IT · Answer

Hello,

Could anyone help further with this question...I'm a bit stuck!

Thanks,

David

IMGS IT · Answer

Hi Susan,

You will need to edit the workflow. - OK

Then add a new transition that goes from Closed to closed. - I couldn't make a new transition, it gave me an error 'You cannot perform the operation on a draft workflow' so I reused Closed to Closed...is that OK?

In the post function of the workflow transition, you need to open that and add another option.  "Called Update value". - Hmmm, where do I find the post function?

In there you can set the Resolution field to be "Closed".  Update the workflow. - I'll do this when I find out where the post function lives!

Thanks for your help,

David