Create resolved service desk request

When a user calls our help desk, we require our agents to fill out a ticket detailing the call.  Usually, the user's issue is resolved on the call.  Is it possible to create an issue in Service Desk that is already resolved?  Currently our agents are creating a ticket and then resolving it which is an additional step for them.


Christoph Thomas Community Champion Jul 05, 2017

Hi Jonathan,

are you using JIRA Server or Cloud? If you are using JIRA server you can use Power Scripts add-on as a post function to automatically resolve the issue:

Hope that helps?



Jack Brickey Community Champion Jul 05, 2017

I expect you can do this w/o a plugin if the following solution would be acceptable.

Create a unique Issue Type (Cust_Call)

Create a very simple workflow: Open to Done. You can do this simply by creating a new workflow, add Done status, move the transition from   the default (New) to the Done, setup your post functions as you want, e.g. resolution = Done.

The user takes the call and creates a new ticket adding call notes in description and when call is complete it moves to done. If there is followup on this you could always use Sub-Tasks. If you want certain fields to be completed then simply create a unique create screen and associate to the Cust_Call issue type.

I thought about that as well.  The only reason I was hesitant was that ideally I would have this request in the support portal for our agents to submit a Cust_Call request from there, but there isn't a way that I know of out of the box to prevent regular users from submitting that request.  It still seems like your method is the best way to go.

Christoph Thomas Community Champion Jul 05, 2017

Yep therefore you would need another addon to restrict request type visibility based on groups.. 

Thanks for the confirmation.  


Log in or Join to comment
Community showcase
Bridget Sauer
Published Mar 09, 2018 in Jira Service Desk

E.L. Fridge's take on education, Jira Service Desk, and creative Jira use cases

...word of mouth, so by 2016, we were working with several other entities on campus to implement Jira Service Desk . The Atlassian motto of “for every team” has really come true for us in this case. We...

328 views 0 9
Read article

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you
Atlassian Team Tour

Join us on the Team Tour

We're bringing product updates and pro tips on teamwork to ten cities around the world.

Save your spot