How to re-open a service projet ticket ?

[Jeanne ROBERT]

Hello,

The workflow of the project service set up in my company ends with the status "Resolved" or "Cancelled"
However I need to make it possible to re-open these tickets. But impossible via the Workflow page, I cannot add a transition. I only can "Edit" of "View properties"... 
Have you ever had this problem? do you have the solution?

Thank you for your help !

[Vishwas]

Hey @Jeanne ROBERT 

What error it shows when adding transition ?

My guess workflow is active hence it might be not allowing to add a transition, so you need to make the existing workflow inactive then do the changes and add back to workflow scheme.

It's like make a copy of existing workflow, do the changes there by adding transition and then switch the original workflow with the copy..

Let me know in case of any questions.

Regards,

Vishwas

[Jeanne ROBERT]

Hello @Vishwas 

Thank for your answer.

The workflow is still active and I can change some states fine though.

When I am on the page to edit my workflow, for all states (to do, in progress etc...) I have 4 possibilities
- Add a transition
- Delete transitions
-Edit
-View Properties

However, only for these two statuses "Resolved" and "Cancelled" I only have these 2 possibilities:
-Edit
-View Properties

I have no error displayed, just no possibility to add a transition. It is as if these two fields were not modifiable.

[Vishwas]

Hey @Jeanne ROBERT 

Try this button and transition by selecting the status in dropdown like this

[Jeanne ROBERT]

Yes i've tried this way too, but i have this error : You cannot perform this operation on a draft workflow. More Information.

But from the moment I want to modify the workflow, a draft is created, so it goes in circles...

[Vishwas]

Yes, this is what the resolution i explained in first reply,

• Create a copy of this workflow
• Then go to workflow in the project , switch workflow and put the copy workflow
• Now the original workflow would be inactive, so go to inactive workflow section in "Issues" --> "Workflows" --> Inactive workflows
• There edit the workflow to add the transition
• After this go back to the project workflow and then switch the edited workflow.

Let me know in case of any doubts.

[Jeanne ROBERT]

Ok thank you. I've tried but I'm afraid of making mistakes because my colleagues are working now with the principal workflow. 

Do i have to :

- create a new workflow and put in on the same "workflow scheme" as the original workflow OR

- create a new workflow scheme and put in on a new "workflow scheme" ? 

Thank you 

[Vishwas]

@Jeanne ROBERT 

Don't worry, nothing happens. You can "create a new workflow and put in on the same "workflow scheme" as the original workflow"