Done task/issue in servicedesk need resolution

Question

When a issue in the servivedesk (cloud) is done, I want to make it mandatory for agents to add the resolution to the issue.

After that it would be nice to force the agent also to publish issue and resolution to our confluence space.

problem i have:

* resolution field does not exist in next-gen workflow.
* how to make field mandatory?
* how to execute a process to fill the confluence publication? or automate it?

Jack Brickey · Answer

TBH, not really. I'm guessing what you are trying to do is to display one of your custom fields in Confluence and have it update in real-time? What comes to mind is to simply use the Jira filter macro in Confluence and set the display to be just the custom field. If this is not your goal I suggest you first scour the Community by using the Search bar and if nothing found create a new question in Confluence collection for this.

cheers!

Robin Minnaard · Answer

@Jack Brickey thanks for the hint.

On my third question, would you know how to automate a customer field value (probably the way i am going to use resolutions) insert into confluence?

Jack Brickey · Answer

Hi Robin, with NG Resolution doesn’t really exist as you have realized. You might find this thread of interest discussing this topic - Jira-Next-Gen-Still-Unresolved-stats-of-Resolution-under-queues . One thing I have seen others do is to add columns to their NG boards to represent Resolutions other than Done, e.g. duplicate, won’t do. Sort of messy IMO but might be an option.

Final note: as I do not use NG much at all I don’t consider myself an authority on these project types and as such there might be a better answer for you out there. I encourage you to scour the Community using the Search feature.