Messed up my workflow - Closed cases still showing in All Open queue

[IMGS IT]

Hi there,

So I'm trialing JSD and was messing about with Workflows. The organisation I work for was happy to allow allow any ticket to transition to any status. So I added the various statuses which we use and pretty set all of the transitions to All.

It kinda worked in as far as I can go from any status to any other status but when I change the status to closed, the case remains in the 'All open' queue.

Any idea what I need to do to make closed cases go away?

Thanks in advance,

David

[Susan Hauth _Jira Queen_]

Hi,

In Jira a case is closed when the resolution field is set.  Likely in your workflow you have not set the workflow to "Closed" or "Done" or something to indicate it's no longer open. 

Now that you have issues in status "Closed" but the resolution is not set, you are likely going to need to add another workflow step from Status closed --> Closed and in the post function update the resolution field.

Hope that helps

Susan

[IMGS IT]

Hi Susan,

Thanks for the quick response.

Could you expand a little on this...

"Now that you have issues in status "Closed" but the resolution is not set, you are likely going to need to add another workflow step from Status closed --> Closed and in the post function update the resolution field."

I'm not sure where I should be looking to do this. Is this something in the Workflow diagram or is it elsewhere?

Thank you,

David

[Susan Hauth _Jira Queen_]

Hi David,

You will need to edit the workflow.  Then add a new transition that goes from Closed to closed.  In the post function of the workflow transition, you need to open that and add another option.  "Called Update value".  In there you can set the Resolution field to be "Closed".  Update the workflow.  Then you will need to do bulk transition on all the closed issues where the resolution is EMPTY. 

Hope that helps

Susan

[IMGS IT]

Hi Susan,

You will need to edit the workflow. - OK

Then add a new transition that goes from Closed to closed. - I couldn't make a new transition, it gave me an error 'You cannot perform the operation on a draft workflow' so I reused Closed to Closed...is that OK?

In the post function of the workflow transition, you need to open that and add another option.  "Called Update value". - Hmmm, where do I find the post function?

In there you can set the Resolution field to be "Closed".  Update the workflow. - I'll do this when I find out where the post function lives!  

Thanks for your help,

David

[IMGS IT]

I restored the original Workflow so I'll post a different question about how not to mess it up!

[IMGS IT]

Hello,

Could anyone help further with this question...I'm a bit stuck!

Thanks,

David