the tickets are showing unresolved after closing and resolved

[Abilash]

the tickets are closed and resolved with resolution screen field done statue but also they are showing resolution as unresolved state. 

[Mikael Sandberg]

If you go into the work item detail view, do you see the resolution next to the status on the right-hand side? If not and you have a screen that is setting the resolution you should look and see if your workflow is clearing the resolution field or if you have an automation that is clearing it.

[Sam Okell]

@Abilash 

This is because you need to set the resolution field on the workflow.

On the transition to Resolved Status, in teh Workflow Editor will will need to add a rule that sets a field when the transition is completed. Here you can select Resolution and whatever value you require - usually Done.

Alternatively, on the transition you could add a Screen where the user picks a suitable resolution from the list (Jira gives you a default list).

This way you could pull meaningful MI from resolution, such as Done, Ticket raised incorrectly, Training Issue etc

Thanks,

Sam

[Abilash]

Thanks for your response,used the same in perform action rule ,but still showing same.

[Sam Okell]

You have ticked Clear this field, need to untick that and select a value in the box above!

[Abilash]

hey thanks a lot its working,but working for inprogress to closed,my question is this rule to be added to approve declined and cancelled status to close also.

[Sam Okell]

@Abilash You'd need to add the same rule to the transitions to those statuses too

[Abilash]

@Sam Okell  for approve decliend and canceled what resolution we should select.

[Sam Okell]

@Abilash This is totally down to you - whatever makes sense for your company from the list.

[Abilash]

Thanks ,still we have 500 tickets that  are showing as “Unresolved” because their Resolution field is empty, even though the status is Closed/Resolved.​ any solution for this tickets.