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Jira tickets no longer moving to a queue

In the past when a Jira ticket has been logged and the workflow of the ticket has been marked as resolved the ticket would get moved out of the initial queue it was in and would only appear in a queue named resolved which had a filter said to only show resolved, closed, etc tickets. 

For some reason now they just sit in the queue and don't move anywhere

2 answers

2 votes
Alex Koxaras Community Leader Sep 01, 2022

Hi @Dean Losurdo and welcome to the community!

  • You have to check the query of the queue: Someone could have changed the queue and included the resolved issues as well.
  • You have to check if the resolved issue is getting a Resolution value. If not, then perhaps someone has deleted:
    • an automatic PF within the workflow of your issue
    • a transition screen to prompt the agent to set a resolution

Hope the above helps!

Alex

Thanks for that Alex, I should have given more information on this. 

We had essentially added a new workflow to the issue type where this is occurring, currently issues under a different workflow still work correctly just this one is not.

To answer what you have mentioned:

  • Currently the queue query has not been altered
  • Could you specify what you mean with automatic PF?
  • Currently a transition screen does not appear 

Hi @Dean Losurdo ,

Since you have added a new workflow, you have to check within this workflow to either add a post function to all transitions lead to a final status (e.g done) a post function to add automatically a resolution to the issue being transitioned, OR

Add on all transitions lead to a final status a transition screen with the resolution field, so as the agent can choose one if the available resolutions.

To add a post function:

  • Go to cog > Issues > Worfklow
  • edit your workflow
  • choose the corresponding transitions and then click Post Function from the pop up which will appear
  • click add post function
  • find updated issue field from the list
  • choose resolution as the field and a static value
0 votes

Hi @Dean Losurdo ,

in addition to @Alex Koxaras answer, please perform a reindexing on that project.

Alex Koxaras Community Leader Sep 01, 2022

@Fabio Racobaldo _Herzum_ its on cloud and there is no project reindexing

you are right @Alex Koxaras 

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