Kindly suggest what should be the logic for Ticket should not be marked as done if it's having open

Archana Singh February 23, 2024

Kindly suggest what should be the logic for Ticket should not be marked as done if it's having open

2 answers

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Walter Buggenhout
Community Leader
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February 23, 2024

Hi @Archana Singh and welcome to the Community!

I am definitely not sure if I understand your question. However, it seems as if you have tickets in status open and that are marked as done at the same time. That marker - if I understand the case correctly - is the resolution field being filled out.

It is best practice to set the resolution when you move a ticket into a Done status. In certain cases, Jira will do this automatically for you when you move an issue to a done column of a board or if you use a workflow that was auto-generated by Jira.

But when you move a ticket back in the workflow, it is equally remove that resolution value again. Otherwise you end up with this type of inconsistent data on your issues.

I cannot tell you how this happened in this specific case. But if you look at the history tab on your issue, you should be able to find out at what point the resolution was filled out and also when the issue status changed back to open. Once you know that, it is a matter of fixing the root cause. That can either be:

  • preventing people to set the resolution field when this is not appropriate;
  • making sure that the resolution is cleared when an issue is reopened

Hope this helps!

Archana Singh February 23, 2024

Thanks for your response Walter, but wanted to create an automation for when Parent issue/ticket should not be marked as done if it is having open child ticket/issues.

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John Funk
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
February 23, 2024

Hi Archana - Welcome to the Atlassian Community!

Well if it's Open, it shouldn't be marked Done. What am I missing in your question? 

Archana Singh February 23, 2024

Thanks for your response, but i trying to create an automation for when Parent issue/ticket should not be marked as done if it is having open child ticket/issues.

John Funk
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
February 23, 2024

Well, automation can't do that. That would be a Condition in your workflow. Just add a condition on the transition to Done for Sub-Task Blocking Condition.

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