disable In Progress pop-up window in JSM Cloud

Question

When changing status in an existing ticket, the only status that throws a pop-up window is In Progress. On Hold, Cancel Request, Waiting for Customer do not have an associated pop-up and I'd like to disable the pop-up for In Progress to keep it consistent.

How do i do this?

Jack Brickey · Accepted Answer

Hi @John O_Reilly ,

I suspect that your workflow has a screen associated with the transition to In Progress. Assuming that you are an admin with the proper privileges you could go into project settings then workflows, edit your workflow and click on the transition to in progress. In the modal pop-up you should see a screen associated with that transition. You can remove the screen, however, be sure that is what you want to do. Generally speaking a screen added to a transition was done to achieve the desired input. Further it is important to understand if that workflow is shared with other projects and issue types. If so then making a change that workflow will impact the other projects.

Joseph Chung Yin · Accepted Answer

@John O_Reilly -

To supplement what @Jack Brickey mentioned (those are the keys that you need to be aware of)...

Here is how to access your WF to determine if there are transition screen(s) implemented in the WF -

1) Project settings >> Workflows

2) In the WF UI, select the WF associated with your issue type used by your request type.  Click on the pencil symbol to edit the WF.

3) In the WF edit UI, select the transition in question by clicking on the the transition.

4) In the transition screen, you will see the screen associated to it.  To remove it, you will simply click the "Edit" button to change the "Transition View" to "No view for transition".  Click on Update to complete the action.

4a) You should also ensure that there are no "Validators" setup for the transition, because when transition view screen is added, it is typically used to enforce certain issue fields to be populated as a part of the transition.  So if they are not populated, one cannot complete the transitions.

5) Publish the WF to make the changes active.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.