Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

What is the difference between completed & Closed in JSM

albert_pinto August 2, 2021

If you see the default JSM workflow. there are two states : Completed & Closed. When I resolve a ticket, it should move to the closed state, but it moves to the completed state. Could somebody clarify, why ? Additionally what are metrics based off, Completed or Closed ?

 

 

 

JSM-Workflow.png

3 answers

3 accepted

2 votes
Answer accepted
Jack Brickey
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
August 2, 2021

This this is a custom workflow so you would need to ask the author of the workflow with the intentions are between those two statuses. Just looking at it my guess would be they intended to allow one party to move it to completed and then another party to say when it was actually considered closed. A good example of this would be were a developer could mark it as completed but only the customer or reporter could mark it closed.

1 vote
Answer accepted
Peter Ogden August 4, 2021

We have the same workflow in use. When the Agent completes the work, they set it to Completed. We then have a grace period of 3 days that allows for the Customer to reply (and re-open the ticket) if the solution does not solve the problem. We have an automation that watches for these comments and automatically re-opens the ticket if it hasn't been solved, and another automation that sets the ticket to the final Closed state after 3 days if no follow-up response is received.

albert_pinto August 9, 2021

Thank you Peter, This is awesome feedback.

Stefan Froehlich November 14, 2023

Hi Peter, would you mind sharing the automations you have setup for re-opening the Ticket or closing after 3 days? That would be amazing. Thank you!

1 vote
Answer accepted
Joseph Chung Yin
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
August 2, 2021

@albert_pinto -

I agreed with what @Jack Brickey stated.  One key thing that you need to check is when the issue moves into the terminal status (either COMPLETED or CLOSED), the resolution field value is set.  So, if you decide to remove (COMPLETED or CLOSED) status, just note that resolution field value are not left unset.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

Suggest an answer

Log in or Sign up to answer
DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
STANDARD
PERMISSIONS LEVEL
Product Admin
TAGS
AUG Leaders

Atlassian Community Events