Ticket that is moving to Resolved as Status but Resolution is unresolved

Trisha Cowley

Hi,

I edited the Workflow of  a project so that when a User comments on a ticket, it's status changes to "Client Response" - so that our team can quickly see if a comment has been replied too when our queues are hectic.  However, now when we resolve teh ticket, it changes the status to resolved, but not the Resolution.  Ideas? TIA. 

Ismael Jimoh

Hi @Trisha Cowley ,

You would need to either

1. Add a post function to the transition for resolved, that sets the resolution or
2. add a screen to the same transition for resolved, ensure the screen contains the resolution field. (The resolution field would be made required so users must pick one).

Do not use both as the post-function would alway overwrite the screen selected resolution and also, make sure that the change is applied to all transitions that lead to the status resolved.