Service ticket was closed but resolution not set. How can I find this field to update?

Charlotte Bish

A ticket has been pulling through to our reports as 'open' even though status is 'closed'. I have identified it is due to the resolution status still being 'unresolved' however I cannot locate this field in the ticket or project settings to update it? 

 

Please if anyone can advise?  

 

Screen shot shows the response to 'find my field' search suggesting it is hidden but I cannot find where to show this field? 

 

Brant Schroeder

@Charlotte Bish I would suggest looking at the screen on the workflow when you are resolving the issue.  You will need to add the resolution field on that screen for the agent to set and make it required or you can just add it to the workflow so it is set automatically when the issue is closed.  If the issue is already closed you will need to reopen the issue in order to set the resolution by closing the issue again once you have updated the workflow.