How add a custom Resolution in Jira Workflow?

Question

I've added a resolution "Approved" in the workflow. For audit purposes, we would like to have it in the record that the refund got approved. For example, if a refund is more than $500, it goes to leadership to approve the refund, once it gets to approve the issue gets assign back to an agent. The part is working fine, but the problem is that filters are not displaying the issue. Specially built-in filters. It looks the same as issues get resolved. Meaning it is behaving like the issue has been resolved. How I can add an "Approved" resolution and issues won't behave like closed, it should behave like unresolved?

Thanks!

Nic Brough -Adaptavist- · Accepted Answer

You will need to take a different approach to this.

The resolution field is used for Jira to know whether an issue is resolved or not.  If there is any value in the field, the issue is resolved, and needs no more attention.  If it is empty, then the issue is unresolved.

That is very binary, but the whole of Jira works that way, and trying to change it would be a huge amount of development and code change.

I think your best option might be to add a simple custom field to represent "approved (but not resolved)" and run your filters and reporting off that instead