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How to map multiple transitions to a single status?

when closing a ticket I'd like to configure the option to select between the status "close" or the status done", and for each status  I'd like to set up different resolution options to display on the transition screen. 

2 answers

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3 votes
Answer accepted

Hi @Tammy Cohn You can achieve this using the workflow properties as shown below

For transitions to Closed status add the property to include the resolutions ID's which you want to display on the transition screen, 

Capture 2021-05-06 at 10.08.41.png

For transition to Done status you can either exclude the once added for Closed status or add the new values which you want 

Capture 2021-05-06 at 10.13.09.png

On both the statuses you can you same transition screen which has resolution screen present on it.


Capture 2021-05-06 at 10.16.28.pngCapture 2021-05-06 at 10.15.53.png

Hope this will help

Thank you @Sagar Mahajan for the detailed explanation! 

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0 votes
Brant Schroeder Community Leader May 05, 2021

@Tammy Cohn - If you have created the statuses and added them to the workflow then the user should see both as options as buttons that they can click to resolve the issue.  You just need to make sure that the statuses that they can be transitioned from have transitions to each. If you are showing the user a resolution on the transition screen when they click the close button why not just have a single button (transition) and have the user set the resolution.  This might be easier for the user than having to choose between two buttons to transition the issue.

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