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Close ticket - Escalated - This was auto-generated by Jira Service Desk during workflow import

Sara Jones

I have two Service Request tickets in Jira that are marked with Escalated. When you hover over the Escalated, it displays ESCALATED - This was auto-generated by Jira Service Desk during workflow import. I have ADMIN rights but no longer see the option to RESOLVE and CLOSE the ticket like I do in other tickets.

Does anyone know what we need to do in order to mark these resolved and closed?

Accepted answers

Jack Brickey

@Sara Jones, I suspect it is an issue with your workflow. If you are an admin go to project > project settings > workflow and edit the associated workflow. See if there is a ‘closed’ status and a transition to the ‘closed’ status.

All comments

Jack Brickey

Sara Jones

@Jack Brickey That worked, thank you!

Jack Brickey

You are most welcome. If your question is now resolved be sure to click the checkmark above to accept solution as it helps others when they have a similar question.