Cannot move from status CANCELED

[Šimek Miroslav]

Hi, there is a issue from JIRA service desk. 

Description: we are using our own workflow, with common workflow statuses. By mistake we were not using resolution statuses (like done, declined, etc) by workflow statuses CLOSED and CANCELED. Currently solved by automatic post function.

Issue: 3 tickets were fixed by workflow status CANCELED but during the time there were not set up resolution status -> from Jira SD prospective still OPEN tickets.

Solution:

1. manually add resolution status and date. Maybe due to .csv EXP/INP? Not done yet.

2. move from workflow status CANCELED to another workflow status (f.e. REOPENED) and back. Thanks to implemented post function should work fine.

BUG: we cannot move from workflow status CANCELED (if there is not resolution status) to another workflow status. Even there is a transition. If we tried to move from CANCELED to different status ticket with valid resolution status (done) it's possible. 

Thank you for support.

[Nic Brough -Adaptavist- · Accepted solution]

Could you rephrase your problem a little to make it clear?  You repeatedly use the phrase "resolution status", which is confusing because it is not clear whether you mean resolution or status when you use it.  Resolution and Status are two very different things, and an answer that deals with your problem if it is one is going to be useless to you if you mean the other.

[Šimek Miroslav]

I mentioned Resoulution status - want to say resolution DONE, DECLINED, WAN'T DO, etc.

Than I used workflow status - want o say OPEN, WIP, IN PROGRESS, CANCELED, CLOSED, etc.

The issue is how to add resolution to tickets already CANCELED. Idea was by moving to status CANCELED again. Meanwhile resolution like post - function was created.

Hopefuly now is better described :-)

Miroslav

[Nic Brough -Adaptavist-]

That's great, thank you for clearing up where I was lost.

I think there is a third option - edit the workflow and have a transition from Cancelled to Cancelled, and include the resolution on the transition screen.  This will let you change the resolution without amending anything else or messing up your numbers if you are reporting on re-open type actions.

[Trudy Claspill]

I agree. That is another solution that would work.

[Šimek Miroslav]

Thank you Nic, it's working. 

Have a nice day

Miroslav

[Trudy Claspill · Accepted solution]

Are you using a Classic Service Desk Project or a Next-Gen Service Desk Project?

Do you allow tickets with Status=CANCELED to be edited? 

If you allow tickets that are Canceled to be edited, you could temporarily add the Resolution field to the Edit screen for the tickets. That would allow you to manually set the Resolution field on those tickets without changing the ticket Status.

You would then want to remove the Resolution field from the Edit screen when you completed your updates.

[Šimek Miroslav]

Hi Trudy,

I am using Classic Service Desk Project. I understand your description. Please how can I allow tickets editing like you wrote?

Miroslav