How to properly resolve DONE status for previous tickets?

[Michael Carvajal]

I recently fixed our Workflows to properly resolve tickets in the Done status as outlined here https://confluence.atlassian.com/cloudkb/best-practices-on-using-the-resolution-field-968660796.html#:~:text=The%20%22Resolution%22%20field%20is%20an,have%20to%20manage%20your%20workflow.

All tickets in done status since the change are now showing resolved.

Every ticket prior was not changed and show up on the following filter:
statuscategory = Done and resolution is EMPTY

How can we put these tickets into resolved state based on the date they were moved to the Done status?

[Alex Koxaras -Relational-]

Hi @Michael Carvajal and welcome to the community!

Unfortunately you can't do that. Resolution date will always be set on the date a particular issue has been resolved. E.g. if you bulk move them today to done, then the resolution date will be set to today.

[Michael Carvajal]

Thank you for the reply.

All the tickets in question are already in the done status. I assume I would have to mass move them to a different status and then move them back to done to trigger the proper resolution.

I will have to let them stay in that unresolved status as a large amount of tickets resolved today will throw off reporting for a long while.

Thanks again.

[Alex Koxaras -Relational-]

If all tickets are to the done status, but you hadn't set the resolution automatically (and none of them has a resolution), then you have to bulk change and set a resolution. However, this means that the resolution date will be the date you made this bulk change.

[Michael Carvajal]

@Alex Koxaras -Relational- I fixed the transition to done in the workflow but did not make any changes to the ones in the unresolved state.

[Alex Koxaras -Relational-]

Ok, so what now? What do you want to do? Don't you want to resolve all tickets that are on the Done status, but they don't have a resolution?

[Michael Carvajal]

I was hoping for someway to set them as resolved and preserving the original date it was transitioned to DONE status.

[Alex Koxaras -Relational-]

I've found this blog, but I haven't tested it. You have to have scriptrunner as well. You might wanna give it a go and let me know how that went.