Resolution field

[Lena Sargsyan]

Hi,

I had a problem with issues being done but showing the resolution as "unresolved". I solved that problem using post functions and now all the Issues in the status Done show the resolution field as "Done".

My questions are:

1) why it is not "Resolved" instead of "Done"?

2) it (the Post Function) doesn't work for sub-tasks

[Alex Koxaras _Relational_ · Accepted solution]

Hi @Lena Sargsyan 

Please read this article to get a better understanding of the best practices while setting a resolution https://community.atlassian.com/t5/New-to-Jira-articles/Best-Practices-for-Setting-Resolution-field/ba-p/2229574. But just to give you a quick answer, "resolved" doesn't quick give an aspect of how this issue was resolved. Was it "Done"? Was it "Won't Do"? Was it "Rejected"? Do using "Done" as a resolution instead of a generic name such as "resolves" provides to the user a better understanding of the outcome of this issue.

Concerning the subtasks, you should do the same actions you did for your other issue type, to the subtasks workflow, e.g. add a post function to automatically add a resolution, OR add a transition screen during the "done transition" to provide the user with the resolution field, so as for him to choose the most appropriate.

Let me know if that helps.

[Lena Sargsyan]

Thanks a lot Alex,

Concerning the subtasks: In our project subtasks of the same type have the same workflow (for example "Doc Task" and "Doc Sub-Task" have the same workflow) assigned.  So, I used post functions for each workflow and for each transition leading to Done and I had supposed that all the issues (sub-tasks inclusive) relating to the certain workflow would be affected by the change. But It turned out not to work with sub-tasks(((

[Alex Koxaras _Relational_]

@Lena Sargsyan can you check on the subtasks' history to see:

• If the resolution is set
• If the set resolution is then unset

Can you please the post function you use to set the resolution? Is there any chance of having a condition while setting the resolution (e.g. only on tasks)?

In addition check if there is any global transition to which you transition the subtasks and this post function is not present there.

[Ste Wright]

Hi @Lena Sargsyan 

In terms of resolutions - you should consider what would be useful for each of your Issue Types.

You certainly can use Resolved if it's used within your business - but to give you some examples I've seen used previously:

• Completion: Done, Completed, Resolved, Implemented, etc
• Incompletion: Won't Do, Incomplete, Duplicate, etc
• No Longer Required: Withdrawn, Cancelled, etc - useful if you have Delete turned off
• Bugs/Defects: Fixed, Won't Fix, Cannot Reproduce, etc
• Risks/Issues: Resolved, Owned, Accepted, Mitigated, etc
• Decision: Accepted, Rejected, etc

But, you need to decide what the right wording is in relation to your business/team processes.

---

Setting the Resolution

There's two main options when setting Resolution:

• Post Functions - like you currently use
• Resolution Screen - giving users a choice of multiple resolutions to use

---

Post Functions

These are useful if you intend to have a single resolution for a transition.

It's still worth setting the resolution even if they are singularly mapped to Statuses - as this is how you set the Resolution Date.

Post Functions might not be ideal if you only have one "Done" Status - but if you are using multiple "Done" Statuses (eg. Done, Cancelled) - then post functions might still work fine.

---

Resolution Screen

This option requires multiple steps.

Resolutions: 

More Resolutions are needed first:

• Go to Settings > Issues
• Select Resolutions from the left-hand menu
• Add new Resolutions from the option at the bottom of the page
• The order of the Resolutions on this page will be how they're displayed to users. You can use the "Order Arrows" to change the order.

Screens: 

Next, you need a Resolution Screen. Jira comes with a default "Resolve Screen" you can use - or you can create your own:

• Select Screens from the left-hand menu
• Select the Add Screen button
• Create a Screen
• Access the Screen, and add at least the Resolution field to it

Workflow: 

Finally, you need to modify your Workflow to include the Resolution Screen

• Select Workflows from the left-hand menu
• Locate your Workflow, and choose to "Edit" it, using the Action button
• Select your "Done" transition
• Press Edit in the pop-up menu - and set the Screen to your "Resolution Screen"
• Next, select Properties from the pop-up menu
• Set the properties to...
  • Key = jira.field.resolution.include
  • Value = Resolution IDs - eg. 1,2,3,4,5 - to locate a Resolution ID:
    • Go to Resolutions in the left-hand menu
    • Press Edit next to a Resolution
    • The ID is in the URL - eg. id=10123 

Once the Workflow has been modified, with the Screen and Resolution IDs in the appropriate locations, Publish the Workflow to allow it to take effect!

---

Reopening Issues

If you have All <> All transitions, or methods to reopen issues, you might also want to consider clearing the Resolution when an issue reopens - to do this:

• Edit your Workflow
• Select a transition which "reopens" an issue
• Select Post Functions from the pop-up menu
• Choose the Clear Field Value post function
• Set it to the Resolution field, and click add

---

Sub-tasks

The above options will work with them as well.

If they're not working correctly now - there might be a conflicting Post Function or Automation Rule, which is stopping the resolution being set.

A simple check to do here is:

• Close a Sub-task
• Check the History tab under the Issue's Activity section
• See if after the closure...
  • If the Resolution is being set - if not, there might be an issue with the Post Function
  • If the Resolution is set and then cleared - and how it is being cleared

If you provide us some details from the History tab, we might be able to advise further :)

---

Let us know your thoughts! If you have any further questions, please do not hesitate to ask :)

Ste

[Lena Sargsyan]

Hi,

Thanks a lot you help me to figure out what was the problem: it just doesn't work retrospectively, so if I want to create some report on created vs resolved I have to consider that it wouldn't be showing correct results until the date I have set the resolution field.

[Dave Mathijs]

Hi @Lena Sargsyan 

The status of an issue is different from its resolution.

Either your set a default value for the resolution via a post function, or you have the user/agent select a value for a resolution via a transition screen.

Depending on the issue type, you may want to select a different resolution.

Some examples:

• Task: Done
• Question: Answered/Canceled
• Incident: Resolved
• Change: Implemented/Rejected

[Lena Sargsyan]

Thanks Dave,

The thing is -   it doesn't give me so many choice as you listed here is the drop down from which is available to choose options, and there is not "Resolved". I would like to set the resolution as "Resolved", because in our project for the certain issue types which I wanted to add resolution to, the Done status just means resolved.

[Dave Mathijs]

Hi @Lena Sargsyan , you can have an Admin add new Resolutions in the Settings.

Rather than 'Resolved', I would prefer 'Fixed' as value for incidents that are resolved.

[Sreenivasaraju P]

Hi @Lena Sargsyan ,

You add Resolved option under resolution and set it resolved. 

You can view the resolutions and add resolutions @

<https://yoursite.atlassian.net>/secure/admin/ViewResolutions.jspa

It works for sub-tasks also.