Modify workflow

[Deleted user]

I need to add a screen to the Resolved status (transition to the status Resolved) to an existing workflow. I got a screen which I would like to add and think I know how to add the screen to the transition/status but I dont want to make the change before beeing sure not to break anything..

The project got a lot of tickets in different statuses and many of them with the status Resolved.

• When changing an existing workflow in a project how will that effect tickets already in the Resolved status?
• Will the workflow modification have any impact on tickets created in other projects?
• Other things that I have to take into account before updating the workflow?

Hope someone can answer my questions, thank you!

[Liam Green]

Hi @[deleted] 

To answer your queries:

• If you're linking a screen to a transition status then any tickets that are already in the destination status (e.g. already resolved) will not be affected.
• The modification will affect any projects that use this workflow
• Take into account any unintended consequences of the change - I'd use a test service desk first if possible.

Hope this helps,

Regards, Liam

[John Funk]

Hi Charlotta,

If you are just modifying the workflow to add a transition screen, it will not break anything at all with the existing data. It will not update existing resolutions. 

It will effect all tickets that use that workflow, regardless of the project. 

I hope that helps!