Status done

[Johanna Kiehne]

We created our own workflow from scratch. We used the status "Fertig" (German for "done") but somehow the status does not work with the filter. As soon as our clients use the filter to only see the "open" tickets they still appear. I tried to fix it in the settings but cannot seem to achieve it. I read some community posts but it doesn't seem to work here. I added a post-function with resolution set to done but somehow it's still not working.

Also the filter "created by anyone" still only shows the once made by me.

Can you help here?

[Jack Brickey · Accepted solution]

Are you setting the Resolution? Issues are still considered open until the resolution is set. Regarding the second issue, as a customer you will only see issues that others have sweated if you are a request participant of the issue.

[Johanna Kiehne]

I can not choose to set a resolution. All the options I am having is setting it to done. 

For the second question: We are admins of the project and are working it with our customers for bug fixes etc.. The problem is that in the help center we can only see the tickets made by ourselves not the once our client made which need to be worked by us.

[Jack Brickey]

Resolution- you need to edit the workflow and either use a post function to set the resolution to done when transitioning to any done category status or set up a screen on the transition with the Resolution field that will allow the user performing the transition to select from the resolution values. You should include a Validator requiring the Resolution be set on the transition as well. Finally be sure to clear the Resolution on any transition out of your done category statuses.

[Jack Brickey]

Q2 - if you are an agent or admin then you should be working in the app not portal. The app has queues to manage all issues.

[Fabio Racobaldo _Catworkx_]

Hi @Johanna Kiehne ,

welcome to the Atlassian community!

First of all try to reindex project or instance. 

Fabio

[Johanna Kiehne]

Hi Fabio,

how can I do that? I am very new in the topic.

[Fabio Racobaldo _Catworkx_]

Hi @Johanna Kiehne ,

Re-indexing a single project

If you have made a configuration change that affects a single project, you can re-index just that project. See Re-indexing after major configuration changes for more information on when you should re-index.

To re-index a single project:

1. Navigate to the desired project and click the Administration tab.
2. Click Actions > Re-index project to start re-indexing the project.