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Closure date

erika_s4owjh

Hi,

Is the creation of the closure date field a reportable field in the pipeline, please? I am able to report on created date, updated date but not closed which is more important than the other 2.

Thanks

Erika

Accepted answers

All comments

Fabio Racobaldo _Catworkx_

Hi @erika ,

try using "resolutiondate". It should be the date when the ticket has been resolved.

Hope this helps,

Fabio

erika_s4owjh

Hi Fabio,

This is does not generate any data for us. Such field is not even part of our tickets.

Erika

Fabio Racobaldo _Catworkx_

Hi @erika ,

this field should be updated each time that the resolution change on your ticket. Please, could you check if the Resolution field is managed within your workflow?

Fabio

erika_s4owjh

Hi Fabio,

I am not sure what do you mean by having the field within the workflow, however in the screenshot you can see that we are actively using it, meaning, this field is filled out when closing the ticket.

thanks

Erika

Jack Brickey

Yes...

you need to set the Resolution when closing issues. Not in you image it is not set. If it were you would see a green ✅ next to the green Done status and there would be a value qualifier, e.g. Done.

you have two options (well more but we will cover the two common ones here.

edit your workflow and simply add a Post Function to any unique transitions into your done category status(es) to set the field value to your desired value, e.g. done. Also be sure to clear the Resolution field using a PF on any reopen transitions.
Create a resolve-issue screen and expose the resolution field to allow the user to add the desired value when transitioning to done. This screen is added to the transition. Again be sure to clear the field on reopen.

erika_s4owjh

Hi Jack,

can you share with me some knowledge base articles? I am not able to replicate the 1st instruction to edit the workflow.

Thanks

Erika

erika_s4owjh

Hi,

Can anybody please advise how to proceed. I am not able to follow the instructions.

regards,

Erika

Jack Brickey

hi @erika , Let's dive in and figure it out...

click on project settings and scroll down to Workflows
click on the pencil icon for the workflow associated w/ the issuetype you are interested in. if you only have one then no thinking needed here. :-)
click on Diagram mode so you are editing the workflow as a diagram.
looking at your workflow you want to click on any unique transition into your Done status. by unique I mean you might see several transitions going into your Done status but if they are all named the same then it really is a single transition. Or you may be using "All" into Done which, again, makes this easy.
on the right you will see a pop up. click on Post Functions
in the next screen select Add post function
in the next screen choose the "Update issue field" and click Add
in the next screen select Resolution in the Issue field drop down and in the Field Value select your desired resolution value, e.g. Done and finally click Add
At this point you have created a "static" resolution value for all issues that get moved to Done via the transition you edited. If you have other transitions into Done repeat 5-8.
Now you are going to want to clear the Resolution if you reopen the issue. For any transition out of Done, say you have a transition from Done back to In Progress, then you will repeat 5-8 EXCEPT you will choose the clear field option instead of Update issue field. Hope that makes since. Note if your workflow is using the "All" transitions then you would need to do this for each transition into every status except the "Done" status(es). Again, hope that makes sense what we are doing here.
Finally, be sure to Publish the workflow.
Finally Finally, test.

Last words: the above is for a "static" resolution value solution. If you want to have the user select the resolution then you need to not use the PF method above but rather present a resolution screen on each transition into Done and add a Validator to the transition to require them to select a value. There are lots of post in the community on all of this so I encourage you to use the Search bar. There are alternative approaches that some use with Automation as well.

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