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How to change ticket status from Unresolved to Resloved

Chaitanya B

Hi team, we have some tickets automatically closed without resolution status Resolved,
now how can I change those tickets Resolution status to Resolved, please have a look at below screen shot

Accepted answers

Tansu Akdeniz

Hi @Chaitanya B

Go to related Workflow -> Edit
Add transition from Resolved to Resolved.
Go to post-functions -> Update Field Value -> Resolution = Done.
Publish workflow.
Go to issue navigator -> search JQL -> Bulk Change -> Transition all issues from Resolved to Resolved.
After finishing, revert the workflow back.

All comments

Tansu Akdeniz

Hi @Chaitanya B

Go to related Workflow -> Edit
Add transition from Resolved to Resolved.
Go to post-functions -> Update Field Value -> Resolution = Done.
Publish workflow.
Go to issue navigator -> search JQL -> Bulk Change -> Transition all issues from Resolved to Resolved.
After finishing, revert the workflow back.

Hugo Gómez_7uceld

Agree with @Tansu Akdeniz

Also, I would suggest to find why you ended up with the issues in such a state. You may have a custom workflow or Automation rule that it is not properly setting the resolution of an issue. Please note that it is often not enough to transition the issue to a DONE state, you should always check that in the workflow's post functions you also set the resolution.

Chaitanya B

Hi Tansu,

Thank you so much.

Tansu Akdeniz

You are welcome @Chaitanya B !!

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