How to change the status of "won't do" of "Closed won" tasks to "Done"

Question

Hi all!

I have a project called "Leads" with a Sales template, in which the tasks may go to status "won't do" or "closed won". As I understand, these status are equivalent to the end of the process. But Jira is still listing these tasks as Open tasks when you go to Open issues filter. Even if you have a deadline defined for these tasks, you get the alarm that the task is delayed.

How could I change the status of these tasks to something similar to "Done"?

Many thanks!

Toni

Brandon Viertel · Accepted Answer

Morning Toni,

Each status gets placed in one of three status categories: To Do (grey lozenge), In Progress (blue lozenge), and Done (green lozenge).

If you are the app admin, you can adjust the category for each status. However, each status has a place in the workflows where it is used, so you would need to ensure that new status category aligns with where it is being used.

What color are the "Won't Do" and "Closed Won" statuses?

Another thing to consider is that when a status gets placed into a Done category status, typically a Resolution is set as well. If the mentioned statuses are in the Done status category (are green), then it also may be that the Resolution isn't getting set and that is what the filters are going off of rather than the status category.

Thanks!

Brandon

Lalithesh · Accepted Answer

Hi @Toni Arcas

Based on your message, I believe those statuses belong to the Done category (green)

You can either update your Open Issues filter to exclude these statuses, or, if you have access to configure the workflow, add a post function to set the Resolution when issues transition to Done or Won't Do

Cheers!

Christopher Yen · Accepted Answer

Hi @Toni Arcas ,

Your Open Issues Filter may be looking for a value in the "Resolution" field, the query may be looking for issues where the resolution field is empty. If your users are not used to using and do not use the resolution field you can automate the field to be filled out with "Done" using the workflow functions or an automation rule. Like the other responses have mentioned you can update your filters to exclude all statuses considered done.

If you do want your users to utilize the resolution field you can add the resolution field on the transition screen and make it required to complete the transition. We usually have a combination, things like declined or cancelled just get an auto filled resolution but completed/done will ask for input

Josh · Accepted Answer

Hi Toni, the others have the right diagnosis. Here's the concrete fix for a Sales / business-style space, in the order I'd do it.

Why they still look "open": the built-in Open issues filter is usually resolution is EMPTY. Colour alone isn't enough. If "Won't do" / "Closed won" never set a Resolution, Jira keeps treating them as open, and due-date reminders keep firing.

* Check the status category. Space settings > Workflow (or Work types > Edit workflow). Open "Won't do" and "Closed won". The lozenge should be green / Done. If it's grey or blue, change the category to Done and publish the workflow.
* Set Resolution on the way in. On each transition that lands on those statuses, add a post-function Update Resolution field (e.g. Done for Closed won, Declined / Won't Do for Won't do), or an automation rule: Work item transitioned → those statuses → Edit work item → Resolution. Clear Resolution on any transition that reopens them.
* Fix what's already open. Filter project = Leads AND status in ("Won't do", "Closed won") AND resolution is EMPTY, bulk-edit Resolution, or run a one-off automation.

After that, Open issues and overdue alarms should ignore them. If the Sales template doesn't expose workflow editing for you, ask a Jira admin to do steps 1–2 once; step 3 you can usually do yourself.

Marcelo Montaño Sánchez · Accepted Answer

Hi Toni

One thing I would check first is the Resolution field.

It is quite common for an issue to be moved to a status of type Done, but for the Resolution to remain empty. In that case, Jira can still consider the issue unresolved, which may cause it to appear in Open issues and trigger overdue notifications.

Check whether the Resolution is being set when the issue transitions to "Won't Do" or "Closed Won". If it is empty, that could explain the behaviour you're seeing.