How to Resolve Service Desk Issues

Joshua Francis

I'm using Jira Service Desk, Next Gen Project and I cannot find how to edit or set the resolution status or field. I've tried editing the workflow and I have done and completed statuses, most of which came out of the box and I have not altered those. When I set an issue to be "done" or "complete" it is removed from the open issues list but not actually classified as resolved. 

I cannot find any documentation on how to set this. Thanks!

Nic Brough -Adaptavist-

You may need to explain this a bit - you have said "resolution status", which is nonsense in Jira - resolution and status are very different things.

I am going to guess that you mean "resolution".  This is a field you will need to set and clear in your workflow.

It should be set to something when you take the issue into a "closed" type status, and cleared when you come out of one back to an "open" type.   When closing, you could set it with a post-function, or put a "transition screen" on the closing transition, one that includes the resolution field.  To clear it, use a post function.

There is a simple example of this - if you copy the jira default workflow, edit the copy, and have a look at the transitions into and out of the closed status.