Add "Resolution" to ticket workflow

Question

Hi all,

I've been searching for a while and haven't been able to find an answer - I'm in a team-managed Service project and want to be able to utilise the "Created vs Resolved" widget for team reporting. However, I don't seem to be able to add the "Resolution" field to any of my workflows, and the widget is currently showing 0 Resolved tickets for the period, which is incorrect:

Not sure what I'm missing?

Thanks!

Nic Brough -Adaptavist- · Answer

A couple of minor warnings in here.

Do not make the resolution mandatory.  Mandatory fields have to be filled from the point of creation of an issue, and you really do not want to be creating resolved issues.

If you put the resolution on an editable screen (create, edit or transition), then the field will default to a value, which you can not clear.  So whenever someone uses one of those actions with a resolution on screen, they will resolve the issue.  You don't want that on create or edit!

So, that leads on to the second warning - the resolution field should never be added to create or edit.  It should be added to the screens Mayur mentions.  (We don't care about view, it's not an enterable screen and Jira displays it anyway)

Mayur Jadhav_30osel · Answer

Hi @Nick.corby ,

Hope you are doing well!!

In your workflow, you need to add a screen for the Done, Cancelled, or Close transition in which you need to add a Resolution screen and make the Resolution field mandatory if you want sure users don't miss to field value while transitioning the issue to Done or Cancelled status.

And also post function to clear the Resolution field value if the users reopen the issue after closing.

Steps to Add Resolution field.

* Project Settings.
* Workflows.
* select the workflow, where you missing "Resolutions ".
* Edit.
* Select the Transition which is connected with "Done"
* place Resolution Screen.
* Publish Workflow

Atlassian has created a very detailed document Please have a look at Best practices for using the "Resolution" field.

Hope this helps.
Mayur