JIRA Service Desk - Reporter Verification Of Issue Resolution

Educonnex Support

We have JIRA Service Desk set up and are far from experts. In one of our Projects our resolved tickets are seeking Reporter Verification before they will transition to resolved. This leaves the ticket's Resolution Status as Unresolved.

However we are unsure how to remove this requirement or modify it. Can anyone provide some guidance. I was unable to locatearticles on this subject. 

Petter Gonçalves

Hello Mark,

Welcome to Atlassian community.

Independent of which user resolves the issue, there are two ways you can configure your workflow to properly set the resolution when you move it to resolved:

1 - Add resolve issue screen to the transition that reaches the resolved state

- Navigate you your Project > Project Settings > Workflow > Click to Edit the relevant workflow

- In Diagram mode, click on the transition that navigates to the Resolved state > Edit > Add the resolve issue screen to the transition:

OR

2 - Add a post function that will automatically add a proper resolution in the transition that reaches the resolved state:

- Navigate you your Project > Project Settings > Workflow > Click to Edit the relevant workflow

- Click on the transition that navigates to the Resolved state > Post functions > Add the update issue field post function, configuring it to set the resolution field when the issue is transitioned

To the issues which are already configured with the wrong resolution, you can follow the steps in the documentation below to fix it:

- How to Edit the Resolution of an Issue

That been said, I think I didn't understand completely how your workflow works. If the information above does not help, could you provide us more details about it? Maybe a screenshot of your current workflow would help me better understand your scenario. Just make sure you've hidden all the confidential information in the screenshot.

Let me know if you have any questions.