How to declare closed status

Centro de Servicio VerifID

Hello! I would like to know how I can declare a state of my flowchart as closed, since I saw that there were two types of "in progress" state, "In progress" and "ready". But in my statuses that are with the "ready" type, they are not closed, from what I read, the "ready" status is a "ready to close" but it is not the "closed" status, I would like to know then, how do I configure a status, to be able to close a ticket.

 

Joseph Chung Yin

@Centro de Servicio VerifID -

Welcome to the community.  Statuses in the JSM system is associated with WF setup/design.

In general, all statuses are grouped into one of the three status categories (TO DO, IN PROGRESS, DONE).  Each category is associated to one specific pre-defined color (dark gray for TO DO, blue for IN PROGRESS, and green for DONE).

With that in mind, when you define your custom WF status, you need to decide which status category to be used.  You can still use a status (that is associated to the TO DO or IN PROGRESS category) to be used as a terminal status of your issue.  Although it is not recommended or following the proper standard/best practices.

You already know that you can name your status anything that you wanted, if the status is setup in your WF to be the final status, then it is the "Closed" status for your issue.  Therefore, it is up to you on how you wanted to design your WF.  JSM is flexible to be customized to fit your needs.

Here are a few guidelines for WF and status design -

1) Statuses are properly assigned to the right category)

2) Terminal status (the last status of your WF) is typically represents the final status of your issue (i.e. CLOSED)

3) In the transition of the terminal status, you need to ensure that "Resolution" field is set.  On the other hand, if your WF allows an issue to be re-opened (moving from the terminal status to another valid status), you will also need to remember to remove the "Resolution" field value via the WF transition.  This is done by adding the appropriate post-function call.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.