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Jira Automation docs have moved

All content related to Jira Cloud Automation, previously under the Automate your Jira processes and workflows section, have moved to the new Cloud Automation docs.

Go to Cloud Automation documentation | Why did we do this?

Resolve an ITSM request

The status of a request marks its progress through the service management workflow. Each request category has its own workflow, and different status options to help you track the progress of your customer’s requests.

When you finish helping a customer, you can close their request and mark it as complete.

To close a request:

  1. From your service project, go to Queues.

  2. Select the request you want to resolve.

  3. Select the Status and mark it as Completed or Resolved.


Service requests:

Mark service requests as complete by choosing 'resolved'


Mark service requests as complete by choosing 'completed'


Mark Problems as done by choosing 'completed'


Mark changes as done by selecting 'completed'

Additional Help