Jira Next Gen: Still Unresolved stats of Resolution under queues

Rodriguez, Jhon Ronald

i am using jira next gen version. i want to update the status under resolved on queues. i cant see the option of resolution to auto update the field in transition to "resolved".

 

when i created additional manual resolution field. it will add to queues. it has now double resolution.

Angélica Luz

Hello @Rodriguez, Jhon Ronald,

Thank you for reaching out to Atlassian Community!

On Jira Service Desk next-gen projects, the field "Resolved" is empty because tickets are closed without a resolution.

This field is populated with the date that a resolution was added to the ticket and this works only for Classic projects.

I created a feature a while ago suggesting to add Resolution on next-gen, but it was closed. Please, check the comment from the Product Manager:

• Ability to add a resolution on tickets when using JSD next-gen

In Jira Service Desk next-gen we've decided to focus on using status categories so that when a request is done, it's done. There is no resolution in Jira Service Desk next-gen out of the box (which differs from Classic).

If your organization requires a resolution to be set for a specific workflow when the request gets done, you can easily create a resolution field for the specific request type using a custom dropdown field.  You can either mark it as required or not. If you mark it as required, you will need to set a default value, e.g. unresolved.

There is a new feature suggesting this ability:

• Allow adding value to the "Resolution" field on JSD next gen issues.

Please, click on vote and watch to receive updates about the feature.

For now, you need to use queues in next-gen based on status only and not depend on the resolution.

Regards,
Angélica