How/where do I configure settings for having tickets move out of the Open Issues queue?

[Jack Perry]

We are set up to use the default recommended Open Issues and All Issues queues for support requests.  When we were utilizing the workflow scheme configuration that we initially set up, tickets were being automatically moved from the former, to the latter, once an issue was marked as Canceled or Resolved.  However, we recently modified to use a different workflow, which does not utilize the Resolved status (using "Done" instead).  Now, although tickets get changed to either of these statuses, it does not move out of the Open Issues queue.  I need advice on how to correct this, as we obviously want our Done and Canceled tickets to not appear in the Open Issues Queue.

[Mauricio Karas]

Hi, Jack.

You should be able to change this on your queue, click on the Edit queue button on the top right corner. On the "issues to show" bar, you can change what statuses should be shown, check if the "Done" status is there and unmark it. 

I recommend checking our documentation about managing queues so you can see other things you can do on your queues.

Kind regards,
Maurício Karas

[Jack Perry]

Thank you for the reply, Mauricio.  The "Done" status is not showing to be checked, in the Issues to show field on my Edit queue page.  The only entry is: "resolution = Unresolved ORDER BY created ASC," which is accurate.
I determined a workaround for my problem:  I added a field (Resolution) to my issue screen.  If I modify a ticket's status from Unresolved to Resolved, it will move it out of the Open queue.  What I am trying to accomplish is to configure my settings so that transitioning a ticket's status to "Done" or "Canceled" updates the ticket's resolution to Resolved, and the single action of making said status change also results in the ticket moving out of the Open queue.

[Mauricio Karas]

You can change the filter to be based on status, remove the "resolution = Unresolved" and add e.g. "status in (Done, Canceled, Resolved)".

Or you can create an automation rule to automatically change the status to "Resolved" when an issue is transitioned to "Done" or "Canceled". Something like the following:

Kind regards,
Maurício Karas

[Jack Perry]

Sorry for the delayed reply, Mauricio; I was out of the office for a few days.  Thank you for the additional advice.  That is very helpful and will enable me to resolve my dilemma.  Have a blessed week!