You're on your way to the next level! Join the Kudos program to earn points and save your progress.
Level 1: Seed
25 / 150 points
1 badge earned
Challenges come and go, but your rewards stay with you. Do more to earn more!
What goes around comes around! Share the love by gifting kudos to your peers.
Keep earning points to reach the top of the leaderboard. It resets every quarter so you always have a chance!
Join now to unlock these features and more
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 ?
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.
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.
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