Changing ticket states

Jeremy Hermann's Avatar

Jeremy Hermann

11 Mar, 2011 09:05 PM

We have a lighthouse project with ~1000 tickets in a variety of states (new, open, resolved, invalid, etc). We are planing to change our workflow and want to change the set of available states and whether they are considered 'open' or 'closed'. If we remove a ticket state, what happens to all the tickets that already have that state? Do they move to some other state? Can I control what that is?

thanks

  1. 1 Posted by Nicole on 11 Mar, 2011 09:20 PM

    Nicole's Avatar

    The application doesn't automagically know where to port the tickets if you delete the state since we allow for, in theory, infinite variations in the Open/Closed groups. That said, it will keep the existing "old" state until the next ticket update if you remove the associated state from the project.

    If you are going to remove or change a state, the recommended process is to add the new state where applicable (open or closed) to the project. Then do a bulk edit to change all tickets with the "old_state" to "fresh_name_state". After that you can delete the no longer needed state from the project. Make sense?

    Let me know if you have any questions.

    Thanks,
    Nicole

  2. Nicole closed this discussion on 16 Mar, 2011 06:49 AM.

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