Resolution for this specific queue

[Pascal Janssen]

Hi support team,

Earlier I made a ticket regarding the resolution issue we have.

The problem we have:

When moving a ticket from a random queue (X) to this specific queue (To be Planned for Development), we have to set the resolution to 'Done'. If not, it's not possible to move the ticket.

This is not the case with any other queu.

I'm checked our entire workflow to adjust the settings, as I think it has something to be with the validator. But there's no validator referring to this step.

Could you help us remove this step. We already fill in the resolution when solving an issue. 

Many thanks

[Tomislav Tobijas · Accepted solution]

Hi @Pascal Janssen ,

It seems that "Resolution" field has been added to a screen that is used on transition.
To resolve this, 👉 simply remove "Resolution" field from this (and any other screen where it's not necessary). More info on configuring work item screens: Configure work item screens 

This is basically the default system behavior.

I'd also recommend checking out some of the best practices when it comes to using this field: Best practices on using the "Resolution" field in Jira Cloud 

Hope this helps.

Cheers,
Tobi

[Pascal Janssen]

Hi Tomislav,

Thank you for your reply.

I checked the screen of our Project:

Is this the resolution you're talking about? Removing this will remove the step transitioning the queue I am referring to?

[Tomislav Tobijas]

@Pascal Janssen just to confirm—yes, that's it.

Also, as Rebekka mentioned, just make sure this screen isn't used in other places, as you would then remove this field for other transitions or views as well.

[Rebekka Heilmann _viadee_]

Hi  @Pascal Janssen 

can you specify what you mean by "Queue"? You cannot actually move a Ticket between Queues as Queues are merely filters. You can change a ticket and depending on the changes it will show up in a different queue - but there is no dedicated "move queue" action.

The screen you are seeing is definitely a transition screen which makes me wonder whether you are talking about transitioning the work item (issue)? 

In the screenshot above, the work item does not have a resolution yet, otherwise the value would be selected. The screen ist configured in the transition towards "to be planned for development". The resolution is a mandatory field per default so has to be filled in whenever shown on a transition screen.

[Pascal Janssen]

Hi Rebekka,

Thank you for your reply.

Indeed, I am talking about transitioning a work item from one to another.

The thing is, when transitioning a ticket from queue 1 to queue 2, no resolution is required. This only happens to be the case when transitioning to this specific queue (To be Planned for Development). 

When removing 'Resolution' from the Screen, does this solve the problem?

I hope this is clear. Many thanks.

[Pascal Janssen]

@Rebekka Heilmann _viadee_ 

Also, I found this:

The screen I mentioned earlier.
By removing the resolution in this specific screen will make sure that the option will not be visible anymore?

We do want to keep the resolution when solving tickets, as this screen is being used for 'Resolve Issue Screen'

[Rebekka Heilmann _viadee_]

To clarify some vocabulary - by your description, you are transitioning a work item / ticket between statuses. In this specific case you are transitioning from status "waiting for support" to status "Pending" by using the "to be planned for development" transition.

Removing the "Resolution" field from the "JIRA Service Desk Screen for Project FSD" will solve your problem in the specific transition. Reading the name, the screen is used for the project itself as well though. Double check it's not used anywhere else where you need to *Set* the resolution. If that's not the case, removing the field is fine - otherwise you should copy the screen, remove the field and change the screen in the transition. You would need to do that in the Workflow editor.

[Pascal Janssen]

Thank you for your answer. This will help alot!