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How to Close an issue past Done.

Dixie Willard

We are trying the Service Desk to manage out bugs and feature requests. We are now using a default workflow but even after the task/ issue is set to Done, such issues still show in the Open Issue (within the Queues. Please share some insights on how to best utilize the Service Desk.

Accepted answers

Jack Brickey

You need to ensure that you set the resolution field when moving an issue to done.

All comments

Jack Brickey

You need to ensure that you set the resolution field when moving an issue to done.

Dixie Willard

Hi Jack,

Thank you for getting back to me on this. As far as I see there is not resolution field in the Service Desk issues, here's a screen shot:

Screen Shot 2021-06-10 at 9.19.00 AM.png

To add to this we are using the default Workflow: Screen Shot 2021-06-10 at 9.20.47 AM.png

Please assist!!

Thank you in advance

Jack Brickey

You need to add the Field. If you don’t care what the value is for resolution then you can simply set a post function on the transition to Dunn to set the value of resolution to any value such as “done”. You also want to be sure to have a post function to clear the resolution anytime you move an issue out of done into another status status. If you would prefer to force the user to select the proper resolution such as done, won’t do, could not reproduce etc. Then you will want to create a screen and add it to the transition including the resolution field on that screen. You will also want to have a validator on the transition that requires the user to update that field. Again be sure to clear the resolution field anytime you re-open issues.

Dixie Willard

Ah!! That is all great information, I'm going to try it out. Thank you again

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