Why solutions are left blank? Where can I add solutions in the ticket?

[cs_intl]

When I export the tickets as Excell CSV, the column "Solutions" are left blank(Pls refer to the attached picture). I wanna trace  the ticket and check the Solutions for the ticket.

Where should I input the solution in the ticket for later check?

Your reply will be highly appreciated.

[Ollie Guan]

Hi @cs_intl ,

The solution field is usually used in Jira Software, if you want to use this field in JSD you can refer to the following instructions.

https://confluence.atlassian.com/jirakb/jira-issues-need-a-resolution-826873869.html

https://confluence.atlassian.com/cloudkb/best-practices-on-using-the-resolution-field-968660796.html

https://confluence.atlassian.com/jirakb/how-to-edit-the-resolution-of-an-issue-313467778.html

[cs_intl]

@Ollie Guan Thanks for your reply, Ollie.

I tried to add the Resolution field on one of the Jira Service Desk project. I set the Resolution as Done but the field “解决方案” still showed "未解决". And I did not find any place to edit this column.  How should I edit “解决方案”?

[Ollie Guan]

看上去此处的“解决方案”是一个用户的自定义字段，并非系统字段Resolution，你可以在全局字段设置里查一下是否有这个自定义字段？

当然不排除相反的情况，建议你把系统切换到英文模式，找一下字段中是否有2个相同的名字的Resolution，确认一下哪个是系统字段，哪个是自定义字段，并明确究竟要使用哪一个。

[Ollie Guan]

@cs_intl 

It seems that the "resolution" here is a user's custom field, not the system field. Can you check it in the global field settings?

BTW: try to switch the system to English mode, find if there are 2 fields with the same name and confirm which one you want to use.