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Marking an issue as resolved/completed

DS_c48law

Ok I'm actually going crazy here I will like to close a Sprint, but tickets are still view as "Open", reading around the other questions/answers, they say that I need to change the "Resolution" field, but I've been trying to find that "Resolution" field on the tickets, but I can't find it. Is it because I don't have the right access (See pic 2)

Thanks

Pic 1:

Screenshot 2020-12-04 at 10.29.59.png

Pic 2:

Screenshot 2020-12-04 at 10.59.09.png

Accepted answers

All comments

Dirk Ronsmans

Hey @DS and welcome,

The resolution field is indeed a tricky one. It is a field that is shown on the form but that you cannot edit directly through the form.

Normally this is set through a post function to something default or you add a transition screen to your "resolving"-transition. If you put the field on that screen you can edit it (and also through a bulk transition).

As they are still showing as open even if they are Resolved, you will need to implement a (temporary) "Resolution Fix" transition on which you add a transition screen.

Hope that makes it a bit more clear, if not let me know!

DS_c48law

Hi @Dirk Ronsmans thanks for answering. Geez this community is fast 😀

how do you go about doing what you mentioned ?...

> As they are still showing as open even if they are Resolved, you will need to implement a (temporary) "Resolution Fix" transition on which you add a transition screen.

I'm on these two screen, but don't know what I need to change.

Issue Params:

Screenshot 2020-12-04 at 13.09.42.png

Workflow and Transitions:

Screenshot 2020-12-04 at 13.12.58.png

Dirk Ronsmans

hey @DS ,

let's see if I can explain this in a way that's understandable

On the 2nd screen (workflows and transitions) you will need to add a transition from Done to Done (you just want the system to pop up a transition screen).

Then on that Transition, just give it a name (something that makes sense to you so you know it's to fix the issue) and you should see a dropdown at the bottom that you can specify a screen on.

Now for what screen to use, I suggest creating a new screen with just the Resolution field on it (through the global Screens menu) or using an existing screen that has the field on it.

You can always check which screen is used on your "Issue Is Resolve" transition and use the same.

If there is no screen there you should add it there too to avoid the same problem in the future.

i'm not sure if you are using a Next Gen project or a classic one. If so it might be a bit different so let me know and I'll see if I can reproduce it a on my end.

DS_c48law

Hi @Dirk Ronsmans I feel like I'm super dumb or that I'm missing something simple, bare with me please, but I don't seem to get that 'Resolution Field' nor the `Global Screen Menu` I don't see that dropdown for Screens when I create a transitions.

Screenshot 2020-12-05 at 09.48.11.png

When I 'Filter' for all my issues, I can finally see that "Resolution" field , but when I updated to `Fix resolution`, nothing happens. But I don't think this is what you mean by `changing the screen`?

Screenshot 2020-12-05 at 09.56.56.png

I'm using a Next Gen Project.

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