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Cannot Resolve Ticket When Completed

Jim Copeland

I have tried modifying the workflow, creating automations, etc, but when our agents mark a ticket status as "resolved" the resolution field still says "unresolved." First I tried creating a trigger in the transition workflow to mark it as resolved when the agent sets the ticket to the "resolved" status, which did not work. Then I tried creating an automation to do the same, which is not working. I'm not sure what has caused this. In the past, setting a ticket to "resolved" would resolve the issue and remove it from their queue.

Trying to change it manually says I do not have permission, even though I am the site/org admin.

Please see attached image below. Any help is appreciated

Accepted answers

Tim Perrault

Hi @Jim Copeland

You could set a postfunction on the transition to closed that updates the resolution to a set value. The other option is to create a screen on the transition and have resolution on that screen and have it validator that requires the resolution field. That will allow the user to select the resolution, but it won't allow them to leave it empty.

Thanks,

Tim

All comments

Tim Perrault

Hi @Jim Copeland

Thanks,

Tim

Jim Copeland

Hi Tim,

Thanks for your response. I did set this postfunction when I realized that this was happening, however I wasn't able to close tickets from before I created the postfunction.

I ended up adding the ability for certain users to re-open a ticket in the workflow and that solved the issue.

Thanks for your reponse!

Tim Perrault

I'm a bit lazier... I just setup a transition to let's say closed from any transition and then I hide it with a condition so only jira-admins can use it. Then I just set it for them.

Glad you got it working!

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