Service Project tickets marked as resolved incorrectly staying in queue

Blake
Contributor
November 8, 2024

Goal

Resolved tickets to disappear from All Open queue.

Problem

Currently they remain in queue, even though I have marked show only unresolved tickets. I assume I have removed some correct logic to make this fail; can anyone help me fix this? We have a simple workflow as you can see; every status should be able to flow to every status. All we need is resolved tickets to fall off. 

 

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1 answer

0 votes
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.
November 8, 2024

In your workflow, does the transition to Resolved set the Resolution? Either as a post function or a screen with the resolution field on it so the agent can select the resolution? My guess it is that the resolution is not set and that is why requests that have been moved to Resolved are not removed from the queue.

Blake
Contributor
November 12, 2024

likely. how can i accomplish this? Not even sure what to google.

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.
November 12, 2024

So in your workflow you need to set the resolution on the transition to Resolved, and you do that by adding a post function. For existing requests that are in Resolved status you can create a scheduled automation that sets it. This KB mentions that you can add a transition in the workflow to set the resolution on existing requests, but I find it easier to do it via automation. 

Blake
Contributor
November 13, 2024

Ok i researched what a post function is and how to accomplish this, here is the article i found: https://confluence.atlassian.com/jirakb/how-to-edit-the-resolution-of-a-jira-issue-313467778.html

All went smoothly until 2.L. This just does not make sense; I made a "copy" workflow so i can edit. But, does not appear anywhere on this list. 

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.
November 13, 2024

Any copied workflow that is not active (linked to a issue type) are inactive, and if you go to the inactive workflows tab you should see it there.

Screenshot 2024-11-13 at 12.27.26 PM.png

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