How to change the status from in-progress to Acknowledged

[Megha Mawa]

I accidentally changed the status of a change from acknowledged to in progress as it is going to be performed after 2 days. I need to reverse the action like i need to change the status from in progress to acknowledge again. Please help me over it?

[Mark Higgins]

Hi @Megha Mawa 

If you can not find the reverse, then that would indicate that the workflow currently does not allow you to move from 'In Progress' back to 'Acknowledge' and you will need to update the workflow, or ask the Jira Admin person to do so, for that to happen.

In the example below, the Awaiting Implementation status can transition to the items listed below it:

So you can move to Implementing, Canceled, Completed or Failed.

If you View the Workflow, you will see the arrows that show you the transitions:

You can see the arrows and the direction the transitions go.

From what I can gather, your workflow does not allow you to transition back, from In Progress to Acknowledge.

Hope this helps

Mark

[Seon Shakespeare]

Hi Megha,

Welcome to the community!

To change the status of a Service Desk ticket, open the change request and look for the "Transition" button or menu (usually near the top-right corner). Select "Acknowledged" if it's an option.

If you don't see "Acknowledged" you might need to transition to a different status first. Click "View Workflow" (if available) to see the possible transitions.

If you're still stuck, your Jira admin should be able to help you figure out the workflow.

Hope this helps!

[Megha Mawa]

In the workflow I couldn’t find the flow for going reverse that is acknowledged action.

[Seon Shakespeare]

Hi @Megha Mawa 

It sounds like you'll need to edit your workflow to add a transition from "In Progress" back to "Acknowledged"

• If you're a Jira administrator, you can do this yourself. Let me know if you need help with the steps.
• If you're not an admin, you'll need to ask your Jira administrator to make this change for you.

Hope this helps!

[Joseph Chung Yin]

@Megha Mawa -

Welcome to the community.  To supplement what others suggested, you will need to customize your WF associated with the issue type (which supports your specific Request Type) to create a transition back to Acknowledged status from In Progress status.  

Once you modified the WF, remember to publish your draft so the new customization will be lived.

Hope this also helps.

Best, Joseph Chung Yin