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Why are users no longer prompted with the resolution pop-up when closing issues?

Linnea Tyni

In one of our projects in Jira we have, since the start, asked users for a resolution and comment in a pop-up when closing a ticket.

Since April 4th I can no longer find any recent issues with a resolution in any project.

If I close a ticket I'm no longer prompted with the pop-up, the ticket just closes as unresolved.

Is this a bug that you are aware of? Is anyone else experiencing the same thing?

Accepted answers

Robert Wen_Cprime_

Hello, @Linnea Tyni ! Welcome to the Atlassian Community!

The pop-up action is controlled in the workflow by a transition screen. Can you check in the transition to close your ticket that a transition screen is defined? If it's not, it could be that the transition screen got deleted.

Hope this helps

All comments

Robert Wen_Cprime_

Hello, @Linnea Tyni ! Welcome to the Atlassian Community!

Hope this helps

Tobias C_

Hi Linnea,

which version of Jira do you use?

Some kind of mysterious. Nothing changed within the workflow of the issue type? Have you checked the audit log?

Cheers
Tobias

Linnea Tyni

Hi Tobias,

I'm using Jira v8.22.1

I have narrowed down the problem to the transition between one specific status (In Progress) to the status closed. The resolution screen is missing from that transition.

I tried copying the transition from another status that is working, but the resolution screen wasn't applied to the copied transition.

I have found issues from February 17th where users successfully resolved tickets between status In Progress to Closed. So something happened around that time..

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