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Why is my Closed resolution status not closing requests?

Jacob Smith May 18, 2023

This request type is set to change the status straight to closed as soon as it is opened however, the tickets still show as being an open request which will clog up users requests over time.
image.pngI have looked online and have seen people add the the 5th step on the screenshot to their transitions in order to change this but this has not worked for me.image.png Any assistance or advice with this would be kindly appreciated, thanks!

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Mikael Sandberg
Community Leader
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Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
May 18, 2023

Hi @Jacob Smith,

Welcome to Atlassian Community!

Try moving the post function that sets the resolution to the top and see if that helps.

Jacob Smith May 18, 2023

Hi @Mikael Sandberg 

Thank you for the quick response! I have moved the post function to the 1. step but unfortunately this has not worked.

Mikael Sandberg
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
May 18, 2023

Okay, so I did some testing and I believe the resolution is not set because it is the create action. You could work around it by setting an automation that sets the resolution after the request is created.

Erki Tammik
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May 18, 2023

You need to add a post function to the transition where it's possible to transition the issue to the "Done" status.
It would be helpful to see a screenshot of the workflow.

set_resolution.png

Jacob Smith May 22, 2023

I believe the issue was because the workflow simply had only one transition from when the ticket was opened, straight to the closed status. I have added in an open status beforehand and applied automation to immediately change it to closed which has worked.

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