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I would suggest adding a screen on the transition to the resolution status as part of the workflow. This would help prompt the agent to place a comment in that is public to the agent when resolving the issue. They would also have the option to resolve the issue with an internal comment or no comment at all. https://confluence.atlassian.com/jirakb/how-to-add-a-comment-during-a-transition-779160682.html
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