Multiple transitions to a status in a workflow

Question

In our JSM workflow we have a workflow that has status, Logged, that has a transition to Resolved. We call this First Call Resolution, and it is for when the helpdesk takes a call and resolves the issue on the initial call. We also have a transition to resolve from All request types. This is so if a ticket is passed on from the helpdesk the ticket can be resolved from any other status. However, when a ticket is in the logged state the only transition showing is the one for all. I would like a ticket in the Logged status to only to be able to use the FCR transition and all other statuses to be all to transition to Resolve from any other status. Any way to do that without having to build a transition from all the different statuses?

Mike Maurer · Accepted Answer

Hi @Mikel Whipple ,

I'm not sure if you can hide the Any-transitions.

Have you tried to work with transition rules? Maybe this one could help:

Trudy P Claspill · Accepted Answer

Hello @Mikel Whipple

Can you show us the Workflow diagram showing those transitions?

Can you click on the Logged > Resolved transition and show us the information available about any Restrictions/Conditions related to that transition?

Can you click on the ALL > Resolved transition and show us the information available about any Restrictions/Conditions related to that transition?

If you have a transition to Resolved from "ALL", and that transition has no restrictions/conditions on it, then it will be visible when the issue is in the Logged status.

If you have a separate transition from Logged to Resolved and it is not showing, then that would likely be due to a restriction/condition that has been placed on that transition in the workflow.

Also each issue type can have a different workflow. So for the one that you are viewing that is in the Logged status that doesn't show the First Call Resolution transition, make sure that you are viewing the workflow that applies to the issue type.

Lastly, what type of project are you using? The options for customizing transitions are different between Team Managed and Company Managed projects, which may make a difference in our advice.

With a Company Managed project's workflow you can add a Condition that use the Field Value option to hide the transition when the current Status is Logged. The Field Value Condition for Team Managed project workflows does not support selecting the Status field as the field to be checked.