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Closed and Resolved tickets are moving back to In progress. Please let us know how to stop this

Closed and Resolved tickets are moving back to In progress. Please let us know how to stop this

1 answer

Hi @Patan Irfan Ali Khan,

If tickets are moving back from a closed / resolved status, it is because your workflows allow them to.  I suppose tickets are not automagically moving back, but because either users or an automation rule is causing that to happen.

You'll have some digging to do into your configurations, most likely:

If you are using team managed projects and your workflows look like this:

Screenshot 2021-05-19 at 08.10.43.png

the arrows from any status to all statuses of the process indicate that any ticket can be moved to any status at all time. By selecting a status and on the right side removing the check box next to Allow issues in any status to this one, you can remove that setting where necessary.

Obviously, you have to ensure that you create new transitions to allow to move tickets between the desired statuses. By dragging arrows between statuses, you can convert the above workflow pretty quickly into something like this:

Screenshot 2021-05-19 at 08.16.40.png

This leads to much more control over allowed transitions.

To edit workflows in a team managed project, navigate to project settings > issue types and click edit workflow. You may need to repeat the process for every single issue type in your project.

For company managed projects, workflows are possibly shared across different projects and they have more configuration options. But the core principles about these transitions are similar.

Hope this helps!

Thank you very much Walter. God bless. 

Great to hear that helped, @Patan Irfan Ali Khan ! Would you also mind to accept the answer if it fixed your issue? That makes it easier to find for other folks with a similar question!


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