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One-off issue transitions

I occasionally find myself in situations wherein an issue has fallen into a service request workflow, no doubt because someone accidentally made some changes which fit the automation criteria for that request type. We then end up with bug reports being set to "pending approval" or something weird, which obviously doesn't apply.

The quickest way out of this (without going through a series of transitions which spam the reporter) is to modify the active workflow and allow a transition to 'resolved' from any status, transition the ticket out of its invalid status, then revert the workflow.

This solution is not ideal, as it is a global change to fix a very local issue. I was wondering if there's a way for an administrator to move a ticket out of a status even though a transition technically isn't available in the active workflow to do so.

2 answers

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Answer accepted

You could create a transition that is only available to a small group of people like admins that can move a ticket from any status to resolved. Users without access will not see this super transition status.

This is the answer, thank you! Now I just need the ability to create a permission just for 'allow force transition', but admins will do for the time being.

1 vote
Jack Community Leader Nov 18, 2020

why would you not use Move to move the mis-placed issue to the correct issue type?

The problem is that the desired status is of the same issue type, so what I'd actually be doing is moving to a different issue, then back to the original issue in "open" status, or whatever. Perhaps if our workflows had been correctly configured in the first place, it wouldn't be possible to transition to such an undesirable status, but there we are. Thanks for answering though.

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