From Resolved to Closed - How can I skip that step?

[Dimitris Chatzoglou]

I have created as a site administrator a couple of projects (classic service desks) that being used for different countries for our local IT teams.

When a request is resolved, after a while it sends an automatic message informs the user that the case has been closed from resolved and my name appears there.

How can we skip that final step and remove the step from resolved to closed and not my name appear as I have just only created the project.

I just want to know if it is possible to remove the resolved and once a ticket/issue is done to go directly to Closed.

[Angélica Luz · Accepted solution]

Hi Dimitris,

Thanks for reaching out to Community!

As per the details you provided, it looks like some automation is transitioning the ticket from Resolved to Closed and as you created the project, probably you are the default user to run the automation. You can find this information on Project settings > Automation.

With that said, you can change it to another user (they must have a license and be a project administrator). You can also disable the automation and then agents will have to manually change the status from Resolved to Closed.

If you want the ticket to be Closed without being resolved, then you can delete the Resolved status on the Workflow (Project settings > Workflow). In this case you just need to be careful to delete the status and make sure the transitions are correct before saving the workflow. 

You can find more details about how to delete a status on the link below:

• How to delete a status in jira workflow?

If you have any other question, please let us know.

Regards,
Angélica