Custom Workflow Done not marking issue closed on Service Desk

Question

I have a service desk with a few different request types and issue types with different workflows for each.

One workflow has the "Done" field titled "Done", while the others have the "Done" field titled "Resolved". Issues are all marked "Done" or "Resolved" through project automations.

For whatever reason, the issues with the "Done" title are getting marked as Closed on the user's service portal (As they should), while the ones marked as "Resolved" are still showing open.

I am wondering if this is a bug or if there is something that I am missing here.

Krzysztof Daukszewicz [CoreSoft Labs] · Accepted Answer

You've most probably forgot to set up a resolution using a screen on transition to the "Resolved" status.

Here's a short guide how to do it:

https://confluence.atlassian.com/jirakb/fixing-issues-with-jira-resolutions-826873866.html