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We need to be able to Auto-close a ticket during the "Create"

Marcus Lindström_pm2bwp

I need to know how to add a button or status row directly while creating an errand where we could "tick" close/resolved/done or something similiar as the errand is already handled in the phonecall and Done.

Today we have to create the errand, then go into que and find it and change status to "Done" manually and the increasing load of phonecalls makes this a bit hard to be able to handle for our employees.

Is this possible to do?

Accepted answers

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Tansu Akdeniz

Hi @Marcus Lindström

Welcome to the community.

You can set issue status on create action.

Go to Settings > System.
Select Edit Settings.
Turn on "Status: Allow users to select a status for an issue they're creating" option.
Select Update to save your changes.

Also check this page: Set the status of an issue while creating it

Jack Brickey

Hi @Marcus Lindström ,

it sounds like your use case is that you are occasionally using the JSM project to log phone support. Moreover there is no effort required after simply logging the ticket. So given this you wish to have the ticket moved to Done as soon as it is created, assuming this is correct here is how I would approach the solution.

Use automation to move the ticket to done as soon as it is created. Here is automation rule concept:

Trigger - issue created
condition - use a label or custom field that is set during creation to check, e.g. Field condition labels contain "phone-support"
action - transition issue to Done

Jack Brickey

Indeed this is a new feature however, I'm not a big fan of this as it is a system setting vs. project setting. My recommendation, before enabling, would be to check with all other project teams. There is a discussion/request to make this config project based. Just my $0.02.

Marcus Lindström_pm2bwp

Thanks , yes we need to discuss this but I dont think we cant use this function

Marcus Lindström_pm2bwp

This I tried but problem is the "ticket" is not "removed" from que though status is changed to requested. We have DONE and SOLVED as status, so in order to close ticket we need to first mark as done and then solved.

Jack Brickey

So why can you not transition to Solved in the automation rule?

Jack Brickey

If your workflow requires going thru Done before Solved transition twice or modify the workflow to allow direct to solved.

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