Ticket Resolution not set for tickets in DONE Status

[nstephane]

This feature seemed to work before but seems to no longer be working now. No default settings were changed around this. What could be wrong?

[Deepanshu Natani · Accepted solution]

Hi @nstephane 

Probably your workflow is configured to allow an issue to be transitioned to "Done" status without setting a resolution.

To avoid this, you can do the following:

• Introduce a "Transition Screen" where it is required to set the resolution whenever an issue is being transitioned to "Done" status. OR
• Set a post function which automatically sets the resolution for an issue which has been transitioned to "Done" status.

[nstephane]

@Deepanshu Natani thanks for that. What's the easiest way to update the tickets which have already been moved to a done state? and is the resolutiondate field set at this instance as well? 

[Deepanshu Natani]

@nstephane 

You need to check if your current workflow allows transition from "Done" status.

If yes, you can move all the issues which are in "done" status without a resolution to a different status and then set the status again done after setting the resolution (you will need to configure the changes that I listed in above answer before this step).

If not, you will have to make temporary change in your workflow to allow transition from done status, make the necessary changes and then again edit the workflow to its previous state where it doesn't allow transition from Done status.

If you have "Script Runner" marketplace application installed, you can use that to set resolution of such fields.

[nstephane]

thanks, Dee, managed to fix my old issues

[Fabio Racobaldo _Herzum_ · Accepted solution]

Hi @nstephane ,

please check the related workflow so that a postfunction will set automatically a resolution or a validator check that the resolution is correctly valued during transition (it must be in transition screen).

In order to update the ticket moved to DONE without a resolution please go to the issue navigator and perform a JQL like that ".... status = Done and resolution is empty" and perform a bulk edit in order to set the resolution.

Please, verify that your workflow allow changes in DONE status. A step properties could be in there that not allow changes.

Hope this helps,

Fabio

[nstephane]

Thanks Fabio, got it sorted out with bulk edit