Can I implement a Status after Resolved which does not Reopen the Ticket?

[Yossi Geretz]

My engineers mark a ticket as Resolved once they complete their tasks. The task is now in a status of Done. Now my work begins. I need to take all Resolved issues and test them. If they fail, I re-open them. That works nicely. If they pass, I move them to production and mark the ticket as Deployed to Prod. I DON'T want this to re-open the ticket!

Here's my workflow:

Both Resolved and Deployed to Prod render in green, so I figured they both share the state of Done. But - here's what happens when I take a ticket with a status of Resolved and mark the ticket as Deployed to Prod.

I don;t want to reopen the issue. I want to transition from Resolved to Deployed to Prod, while keeping the ticket in a state of 'Done'. The reopen is limiting my ability to use the status of Done because unfortunately the vast majority of my tickets are marked as Reopened because when I mark them as Deployed to Prod they are automatically re-opened which is not what I want.

Thanks for your help with this!

[Sramanth Pandeti · Accepted solution]

Hi @Yossi Geretz This is quite a strange behavior with Jira Cloud. However, your issue looks similar to the one discussed here : https://community.atlassian.com/t5/Jira-questions/Workflow-transition-names-are-incorrect-on-issue-view-screen/qaq-p/824027

Can you try checking your transition properties of "Mark as Deployed to Prod" transition and see if it still references to "reopen issue". If yes, try to re-create the transition from Resolved -> Deployed to Prod again.

[Yossi Geretz]

Thank you! I think this is a little better but I still don't understand the difference between Transition to and Mark as Done? Can't I just Transition to Deployed to Prod and leave it with the check mark - Done?

Here's what happens now. I guess it's not re-opened, but for some reason the check-mark Done disappears after I select Deployed to Prod.

 

Thanks for your advice!

[Yossi Geretz]

I thought I had it licked. I added this transition property, patterned after the transition properties for Resolved.

But still, when I mark as Deployed to Prod, the check-mark and Done disappear.

[Sramanth Pandeti]

"Transition to" would appear up if you have any status that has "All" transitions to it.

1) In your workflow, you have "All" transitions for reopened which simply means all statuses can transition to Reopened, hence you have that common name "transition to" showing up. 

"Mark as Done" is just the single transition between resolved and Deployed to Prod.

To better understand statuses and transitions here is the documentation, https://confluence.atlassian.com/adminjiracloud/working-with-workflows-776636540.html#:~:text=a%20default%20workflow%3A-,Statuses%20and%20transitions,from%20one%20status%20to%20another.

2) The reason why you don't see the Done check mark appear is because you don't have a resolution set for the transition.

To set up a resolution, click on the transition "Mark as Done" in your case -> post function -> add post function -> select update issue field -> choose Resolution from the dropdown and select any field value E.g. Done/Closed, hit add and publish the workflow. 

I hope this helps :)

[D Wilson]

@Yossi Geretz From the behavior you're describing it sounds like there is a post function on the transition which is clearing out the value on the resolution field.

The resolution is filled in when you move the issue into resolved, which is why you see "Done".  

Edit your work flow, and click on the line between Resolved and Deployed to Prod. there will be a Properties box that shows on the right.

Click on post functions and look for a statement that the resolution field will be cleared.  Only this post function should be removed to keep the "Done" resolution on your issue when moving to the deployed status.

If this transition is used for other parts of the workflow you will affect that section also.  Sometimes it is best to create a new connection  (if you have not already) to ensure it is unique.

If you are re-opening an issue and pointing it to another status where it is no longer resolved, you should have this post function in place.

[Yossi Geretz]

Yes! This does the trick.

Thank you!!