Once of my agents marked a ticket as closed. No, the work is not done satisfactorily. I want to re-open the ticket.
However, when I drop down the Status button, I see the following: You don't have permission to transition this issue.
Hmm. I'm the overall Administrator. I set up this account, I set up this Helpdesk. How can I not have permission?
Please help. Thank you!
This ticket seems to have gotten caught in some inconsistent state, possibly because its workflow predated the new workflow rules which I put in place? In any event, no one is able to reopen this ticket, not even the agent who originally closed it. Here's what I did to work around this problem.
1. I cloned the ticket.
2. I verified that the newly cloned ticket shows the expected behavior.
3. I deleted the original ticket.
4. I renamed the clone ticket - removed the term 'CLONE' from its subject / title.
All good now!
As I know you need to change your Jira Service Desk workflow https://support.atlassian.com/jira-core-cloud/docs/build-the-workflow-you-need/.
You should change flow in such a way that each ticket could go from Done status to To Do.
Hope it helps
I don't see specifically the transition for 'Reopen Issues' but when I look at Transition Issues for my user here is what I see -
I am hoping there is a resolution for this. Finding myself locked out of my own Helpdesk is not a great way to get this project off the ground. Thanks for your advice!
No worries Yossi. So yes as an admin you should be able to do just about anything. However, there can be conditions that restrict actions. In the case of Transitions you can place Conditions on them such that the transition will not be allowed unless the Condition(s) is met. Now this may not explain your issue but let's dig in and see.
example of where to find Conditions...
Here you can see there do not appear to be any conditions attached to the Reopen:
Here are the Post functions, just to complete the picture. (I could see how a post function might subsequently fail, preventing the reopen from succeeding. But what I am seeing is that the re-open is not available to me to begin with. Screen-shot below.)
This might be a clue. I just marked a different ticket (actually, belonging to the same agent) to Closed. (This is how it is supposed to work. My agents are supposed to mark Resolved, I review and if the resolution is to my satisfaction I mark the issue as Closed.)
Anyway, here's what I see on this other ticket, after I marked it as Closed:
So the crux of it seems to be that if I mark something as closed, then I can reopen it. But if one of my agents marks the issue as closed, then I can't reopen it? But I am Administrator.
We often have questions from folks using Jira Service Management about the benefits to using Premium. Check out this video to learn how you can unlock even more value in our Premium plan. &nb...
Connect with like-minded Atlassian users at free events near you!Find an event
Connect with like-minded Atlassian users at free events near you!
Unfortunately there are no Community Events near you at the moment.Host an event
You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events