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Closed tickets not leaving the queue

Nathan Cano

For some reason my JSM board tickets are not leaving the queue once they have been "Closed" and I am not sure why?

I have had this issue before but after going into the "Closed" status and enabled the following Post Function the issue was in-fact fixedand tickets were no longer showing in my queue.

- The Resolution of the issue will be set to Resolved

However, recently I have made some changed my Workflow and added new statuses and this is when I noticed that "Closed" tickets were no longer leaving my queue.

After taking a looked at the "Closed" status Post Functions again and noticing the same one was not enabled I attempted to look for it and enable it but I could no longer find that same function from the selection(s). Does anyone know why this may be and if there is a workaround for this issue?

Accepted answers

Mikael Sandberg

Are you editing the workflow in the new or the old workflow editor? You know if you are in the new one if you see these options at the top:

Screenshot 2023-06-07 at 7.43.55 AM.png

All comments

Mikael Sandberg

Are you editing the workflow in the new or the old workflow editor? You know if you are in the new one if you see these options at the top:

Screenshot 2023-06-07 at 7.43.55 AM.png

Nathan Cano

Hey Mikael,
Thanks for getting back to me so quickly! I am not in the new Workflow editor, I do not see those interfaces.

Screenshot 2023-06-07 at 10.50.58 AM.png

Nathan Cano

Is here a way to switch to using that Editor?

Mikael Sandberg

I believe the new workflow editor is still rolling out.

If you click on Add post function, at the bottom you should see Update Issue Field and from here you should be able to set the resolution. The other option is to associate the transition with a screen that has the resolution field on it.

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