My tickets have a Done status but they are not resolving/closing.

Question

When I use the "My Open Issues" filter, my "Done" tickets are displayed. I now understand that the resolution needs to change as well. However, I do not understand how or why that's not automatically happening. Am I likely missing a manual action, or perhaps there is something wrong, such as a missing trigger?

David Vanzandt · Answer

Both replies are appreciated, but I am such a noob at this that I cannot speak to either one -- for the time being. I may have the chance to ask a co-worker in a day or two. Don't go away.

Vikrant Yadav · Answer

Hi @David Vanzandt  Kindly check the workflow, check transitions going to Done status and check post function Resolution is set to "Resolved" or "Done" or something else is availalble or not for Done transition ?

It seems that Resolution post function is not avaialble in workflow that's why not updating the Resolution field automatically.

Thanks

Ollie Guan · Answer

Hi @David Vanzandt ,

Is this an accidental situation, or is it inevitable?

If it happens by accident, try rebuilding the index.

If it is bound to happen, please check the post-function of the workflow.