Resolve on create screen

Does anyone know of a way to have an additional button on the Create screen which would allow a case to be moved directly into a specific state with a resolution?

I'm pretty sure the answer to this is 'no', but I want to be sure before I totally abandon the idea that it's possible.

I have tried having the initial state as resolved, but that was rejected by my support agents as they found it more difficult to go in and reopen the cases than to close them.

The use case I'm being asked to fulfill is this:

As a support agent who is required to log all of my support calls that I resolve via online chat (~90% are resolved before entering into JIRA) I want a quick way to log a case and put it into a resolved status with a minimum number of clicks.

4 answers

1 accepted

1 vote
Accepted answer

It is possible to do this by utilizing the Script Runner add-on. You can see on this page from their docs how to do this: Fast-track transition an issue.

You'd probably just need to create a custom field (e.g. checkbox field) to select if the issue should be automatically resolved or not. smile

Cheers,
Matheus

0 votes

You don't need the script runner to implement the "single button to close it" option.  If you do use the script runner and an automatic transition, you will need to click something (the checkbox field) to tell JIRA to close it automatically.

Either way, you will need to edit the workflow so that it has a transition from the initial created status to closed.  Without scriptrunner, that will manifest as a button on the workflow (and you can make it the first workflow action to appear if you want).  As long as you set up the transition to have no screen and probably set the resolution automatically, you will get your "simple button"

I'm aware of the ability to do a single button close. My question was specifically to have the button available on the create screen. Thank you however!

Ah, sorry, I missed that. Script runner's auto transition is the way to go.

From the get to go it's not possible to close the issue directly from the Create issue screen, but as Matheus stated, it might be interesting to the Script runner suggestion if you have the time to do so.

 

 

A simple solution may be to allow user to create a ticket filling in all required fields. Then by adding a "Resolve" transition to your workflow from Open to Closed the user can click the "Resolve" button in the transitions to close the ticket.

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