Question about default JSM customer support workflow

[Gui Ávila]

Hi,

Could someone please help me to clarify the difference between these two status in JSM default workflow for "request" issue type? https://share.getcloudapp.com/WnulAvN2

I translated to portuguese, but if I remember correctly one is "Resolved" and the other is "Closed".

I'm thinking about keeping only one of them, but I'm not sure if this will break something in default automations when customer reply and status automatically change, etc.

Thanks a lot,

Gui.

[Mikael Sandberg]

It could be that you want to do something with the request before moving it to Closed, but both Resolved and Closed are considered done statuses. It should not break anything by deleting one of them. If you look at the workflow the only difference between them is that you cannot reopen the request once it has moved to Closed, so if anything I would most likely remove Closed and just keep Resolved.

[Gui Ávila]

@Mikael Sandberg Thanks for your help again.

Resolved has resolutions, and Closed doesn't, right? So when I set to "resolved" and choose a resolution, the customer needs to confirm that everything is OK? And once confirmed the issue automatically changes to Closed?

Where these actions are configured? I looked in "post functions" and in automations, but could not find there. Trying to understand where is set the rules:

- "Resolved status requires a resolution"

- "Once the customer confirms the resolution, the issue changes automatically to Closed"

Thanks!

Gui.

[Mikael Sandberg]

Correct, closed does not have a resolution set, it is set when the issue is moved to resolved or cancelled.

Resolved can be set by the agent since the resolution is set at that point via a screen, but you can also encourage your customer to move it to resolved if the issue is fixed. 

Out of the box resolution is not required, so there are no rules that controls that. You can either use Automation or post function to set it, but if you want the agent to set it and make it required then add a validator on the transition to make resolution required.