Resolution for tickets with Statuscategory = In progress

Madhu Reddy_khmfui

Hello,

We have added Resolution field to Transition screen. As we add Resolution field to transition screen it is automatically made as mandatory field ( usual behavior ).

We have selected resolution while changing the status and still the resolution is not reflected in the tickets. Is this the known behavior  ?

Can we set resolution for In Progress state(status Category) tickets ?

Thanks in Advance

Madhu

John Funk

Hi Madhu,

You should not be setting the Resolution for In Progress category tickets - in my opinion. You can, but that isn't good practice. 

So, you are saying that the Resolution field is on the transition screen, and you put a value in the field and process the screen, but it does not update the Resolution field?