How to move workflow from close to in progress?

[Adebayo Banjo]

Hello all,

I need some help on workflow of a jira service mamanagement project.  I have successfully added a status which is "closed" to the present woRkflow. 
And now i have been trying to add another transition whereby the prjoect agent  can trasnation the work item from  "closed" back to "in progress" but i keep getting errors.

Th end goal is to create an automation rule in which the work item is transtions from closed to in progress if a customers comments on the work item after it has been closed.

cHATGPT says Jira treats closed as a terminal stat and hence the error and it suggested a work around but still not able to solve the issue.

Has anyone encountered this or has any ideas? 

i have attached a screenshot

TIA

[Ana Livia Rocha Silva · Accepted solution]

Hi @Adebayo Banjo! Welcome to the Atlassian Community!

I can see in the screenshot that your workflow is active, and that's why you're unable to make those changes. When a workflow is active, is being used in one or more projects, Jira will limit what you can edit, and that limitation:

• You can’t edit the workflow’s name

• You can't delete statuses or change the step ID.

• If a status has no outgoing transitions (excluding global transitions), you can’t add any new outgoing transitions (regular or global).

I would suggest creating a copy of the current workflow and making any changes there, and then associating it to the project.

Furthermore, in regards to the rest of your comment, to achieve what you describe I'd suggest hiding the transition from Closed to In progress from users, allowing only the automation to use it. And, if you have a post function to set a Resolution when the work item arrives in the Closed status, I'd suggest using a post function or the autoation itself to clear that field.

You can read more about Workflows here.

I hope I was able to help.

Kind regards,

Ana

[Adebayo Banjo]

Hi Ana

thanks for your input and yes you were able to help.



Kind regards

[Nikola Perisic]

Welcome @Adebayo Banjo 

You can only make the changes to Inactive workflows. Currently, the workflow you are on is the active workflow, which cannot have the transitions added. In order to add a transition, the workflow needs to be inactive first, then you publish a draft and then you apply the workflow to the project. 

[Adebayo Banjo]

Hi Nikola

yes you are right and i just did that now, thank you