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Finalizing Onboarding Ticket Questions

Alex Mihailoff

I have a previous post about setting up a new employee onboarding workflow. I've almost got it refined to where I can send it to HR for testing but I have these last two wrinkles to iron out.

1: When the form is first submitted, the ticket name appears to the customer as the preset summary text that I set up. An automation then changes the default summary to one that uses smart values to add form specific information. If the customer refreshes the page, it shows the updated text. Is there any way for the summary field to be populated with smart values pulled from the form before the automation has to change it?

2: After transitioning the ticket to "Done", it stays in my Open Queue and never leaves the queue to be put into the Completed queue. I can't figure out if that should be a workflow change or an automation I need to set up. How do I get them to be considered completed?

Thanks for the help again!

Accepted answers

Bob Dalm

Hi Alex,

I don't believe 1) is possible, as the rule will only run after creation of the issue.

Regarding 2), it sounds like no resolution is being set during the transition to "Done". If that's the case, either add a screen in which the resolution can be set, a post function in the workflow to automatically set it, or an automation rule to set the resolution. If not, have a look at the queries behind the queues.

Best regards,

Bob

All comments

Bob Dalm

Hi Alex,

I don't believe 1) is possible, as the rule will only run after creation of the issue.

Best regards,

Bob

Alex Mihailoff

That's what I thought about #1. The summary field, when set to be hidden and prefill doesn't support smart values right? The only way to change that automatically is with the sort of rule I've created?

The thing about #2 is weird because it's the base template for Employee Onboarding (with approval). I set up a rule that automatically moves it to the done status but it doesn't transition out to completed. I'm not sure exactly how to accomplish what you've suggested. An automation rule seems the easiest to understand as I've had a hard time understanding what my workflow changes are accomplishing. Can you give me some more guidance on what I would be looking for?

Bob Dalm

Hi Alex,

you can try and run this JQL to see whether there are issues that should be done but miss a resolution:

"project = <my_project> and statusCategory = done and resolution is EMPTY"

If this query returns issues, this is likely the issue and I would probably recommend resolving this on a workflow transition level.

You can follow this guide, discussing both the automatic (post function) and the screen option.

Alex Mihailoff

I appreciate that information! The guide definitely looks helpful.

Question: where and how do I run that JQL script to do that test? I've never done that before and I have found navigating the back end of Jira to be less than intuitive sometimes.

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