Automation in help center won't remove tickets in the queue

[Berik Irgebayev]

Hi all,

Our customer portal has this option to approve or decline the answer or offer.

This was done by one of the jira consultants we hired. 

When the customer presses on Approve - JSM closes the ticket. 

If a customer presses decline - the ticket goes to status declines and does nothing. It stops the SLA clocks though.

So later on we found out that when a customer presses on Approve, the ticket does close, but it does not disappear from the "Incidents" queue. Just stays there as "Closed". 

When we manually press "Resolve" our automation closes the ticket and removes it from the queue. But apparently not if the customer does it. 

How do I solve this?

[Samuel Gatica _ServiceRocket_]

Hi @Berik Irgebayev 

If you're using the default Incident queue, the JQL for it has "unresolved is EMPTY." I think when the ticket gets approved, you're not updating the Resolution field, so that's why the incident isn't getting moved out of the queue. But when you close it, you do set the resolution.

So you have 2 options:

1- Set the resolution field on the approval process.

2- Update the JQL associated to the incident queue 

I hope this helps

Best regards

Sam

[Berik Irgebayev]

HI Samuel,

I was told the same but not sure how to do it.

A consultant set it up for us some time ago, do you know, by any chance at least where I should look in the settings?

[Samuel Gatica _ServiceRocket_]

Hi @Berik Irgebayev 

You can update your preferred queue filter query setup. If you are unsure how to access the query, please see the following steps:

1) Access your desired queue and click on "..." symbol and select Edit Queue option.

2) Inside the edit queue UI, switch the Filter by section and click on "Switch to JQL".  So it will display the filter by via the JQL format.

3) Update the JQL to your needs, in your case, and remove the resolution and add the status

i.e statuscategory != Done

4) Save the changes by clicking the Save button to complete the process.

REf: Triage customer requests for your agents with queues 

I hope this helps!

Best regards

Sam

[Berik Irgebayev]

HI @Samuel Gatica _ServiceRocket_ ,

Thanks for taking the time to respond.

So what you are suggesting is change the filter, but that probably doesn't solve the problem on our customer portal people still pressing on the button it coming back again in our queue for other agents to see? 

Or am i understanding it wrong?

[Samuel Gatica _ServiceRocket_]

Hi @Berik Irgebayev 

For this statement:

When we manually press "Resolve" our automation closes the ticket and removes it from the queue. But apparently not if the customer does it. 

• Ensure that the transition the customer is doing from the portal has a resolution set as a post function. 

Also, check the automation, you are probably triggering this when the transition is moving from X to Y status and the users when triggering the automation are in a different status, hence you also need to include this customer status on the "from" status trigger.

Best regards

Sam

[Berik Irgebayev]

Hi @Samuel Gatica _ServiceRocket_ ,

Thank you for taking the time to respond.

I checked and see that the status that the customer sees is also the status that we see, so it's 1 to 1.

The confusing part is what you said:

Ensure that the transition the customer is doing from the portal has a resolution set as a post function.

If you look at my screenshots I am kind of stuck here

So when we put the ticket on status "waiting for customer approval" the customer gets an option in their portal with 2 buttons: Approve or Decline. 

When Decline is pressed ticket transitions to "Declined.

When Approve is pressed by the customer, the ticket transitions to resolved and then closed but then never goes away from the queue.

[Samuel Gatica _ServiceRocket_]

Hi @Berik Irgebayev 

Could you please provide a screenshot that includes the following:

1. The JQL in the queue
2. The issue details from a ticket that should be removed from the queue?

Thank you.

Sam

[Berik Irgebayev]

HI @Samuel Gatica _ServiceRocket_ 

Here is a details pane on the right side of the ticket that should not be in the queue:

[Samuel Gatica _ServiceRocket_]

Hi @Berik Irgebayev 

The image related to the issue is missing the upper section where the status and resolution are displayed. Could you please upload that as well?

Thank you.

[Berik Irgebayev]

I also found this in a new editor:

[Berik Irgebayev]

the screenshot you requested:

[Samuel Gatica _ServiceRocket_]

Hi @Berik Irgebayev 

In this section set the resolution and the issue will stop showing in your queue

Best regards

Sam

[Berik Irgebayev]

In order to put in a resolution here, i would have to turn on "Customer can make this transition". I'm not sure what the impact of that is. I wouldn't want to screw up the customer portal, they should still only be able to see Approve or Decline buttons. 

Do you know if this will change anything else?

[Samuel Gatica _ServiceRocket_]

No, just update the resolution. You don't need to make this transition visible to the customers.

The resolution will automatically update on the background after the user approves the request from the portal.

[Berik Irgebayev]

ok, i did it and will see how it goes the coming days. Thanks @Samuel Gatica _ServiceRocket_ 

[Berik Irgebayev]

hi @Samuel Gatica _ServiceRocket_ ,

It didn't make any difference it seems (unless changes like that take some time).

As you can see it is still in the queue of incidents while the following adjustment was made:

[Samuel Gatica _ServiceRocket_]

Hi @Berik Irgebayev 

You updated the resolution when the status was transitioned from waiting for customer approval to resolved. But un the image you sent the status is closed. 

Chek if those issue were moved to resolved before the update was made.

[Berik Irgebayev]

Hi @Samuel Gatica _ServiceRocket_ ,

I just checked the latest tickets that are in the queue right now or were changed as resolved by the customer. Automation then changed it to closed...And it also stayed in the queue as closed instead of disappearing:

Not sure if I should have changed the above screen to Closed instead of resolved?

[Samuel Gatica _ServiceRocket_]

Hi @Berik Irgebayev 

Please consider adding the resolution field to the automation. You may add this when the ticket transitions to either the Resolved or Closed status.

You can update the resolution for all issues currently marked as Unresolved with Automation.

[Berik Irgebayev]

Hi @Samuel Gatica _ServiceRocket_ ,

Sorry for the delay in my response. Thanks for taking the time to respond. 

It's been hectic the past couple of days.

We basically already have an automation, that when you transition the ticket to "Resolved"  - a prompt pops up with a list of standard resolutions - you pick one and then the automation transitions the ticket to closed. The ticket then disappears from that same queue of all incidents/Service requests.

However, when a customer transitions the ticket in their portal - the ticket also automatically transitions to Closed. But stays in our queue as Closed. It does not disappear. So I have checked it and (see above screenshots) set the resolution to a default one (Done) and turned on that customers can transition too. So I am not sure if I need to be creating another Automation rule. Because it works fine when we do it on our end, just not on customer end, because it waits for the customer approval before going further.