Resolution has stopped being mandatory on screens

Question

Hi,
I have numerous workflows with screens on transitions where Resolution field needs to be filled in. Until recently, users were prompted to select the Resolution on these screens (this is well-documented standard behaviour of the Resolution field).

Today however, this is no longer being prompted, and allows the status to be changed (for example) to Resolved, leaving the resolution as Unresolved.

Does anyone know of a current issue/bug with this in Jira Service Desk Cloud, or could there be a configuration somewhere that could affect this? (I am the only Admin at the moment, so unlikely, but not impossible).

Stephen Broker · Answer

Update from Support team:

"I've reached out to the product development team and they are making a change to this major behavior, also we've raised a bug report to collect any feedbacks of this changes here: JRACLOUD-72428: Resolution is no longer mandatory by default when it's added to screen. You can let me know your feedback here and I can share it with them.

In the meantime, we're making it easier for users to set the Resolution field to be required through the field configuration in the same way as other fields, this would reduce confusions. Please expect this option to be available to your instance within a week. Feel free to have a read of this documentation: Changing a field configuration - Atlassian Documentation - How to make a field required or optional

If you need this function now, you can set the resolution field as a validator before resolving a Jira issue.

This implies that they are changing how the Resolution is set as required, to align with that currently available for other fields.
I'm awaiting further info on how this new configuration will behave, as that will not work.

I'm hoping they are making a broader change along the lines of allowing a field to be set as required for specific screens.

In the meantime, adding validators for each transition is the only workaround.

jack_saxton · Answer

We also recently started experiencing this behavior (last few days, I'd say?) and had to add a Validator to our Resolution screen to make sure it wasn't missed anymore. We could've gone as far as a new Screen Scheme (or two) to make sure it's required in the Workflow that we want it to be, but the Validator was a quick fix for now.

Stephen Broker · Answer

Hi, thanks for the response.
Yes there is a screen on the transition, and I am able to select the Resolution - it's just not enforcing a resolution to be selected.

I also have a custom field for which the same transition specifies a validation (mandatory), which is being applied correctly.