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"Done" issues still shows as Unresolved

Özge Özgenç

When I transition an issue to "Done" in my service management project, it still shows as Unresolved. How can I fix this? I am open to any suggestions.

Thanks

2023-05-11 10_47_40-Edit - Sprint 2 - Evaluation II - Rapsodo IT - Confluence.png

Accepted answers

Michel Neeser

Hi @Özge Özgenç

You have to make sure that there is a post function defined for the "Done" status in your workflow which sets the resolution (which is a separate field and not the same as the status):

After you've configured this, you need to consider that you also have to reset the resolution if it is possible to reopen tickets in your workflow.

All comments

Michel Neeser

Hi @Özge Özgenç

You have to make sure that there is a post function defined for the "Done" status in your workflow which sets the resolution (which is a separate field and not the same as the status):

After you've configured this, you need to consider that you also have to reset the resolution if it is possible to reopen tickets in your workflow.

Özge Özgenç

Hi @Michel Neeser

Thank you for your answer. I see I did not set that post function.

When I click to add the post function, I couldn't see that selection. I am adding a screenshot can you also check which field should I set as a post function?

also, I set the done transition as "Allow all statuses to transition to this one" as you did in your workflow. But also it did not work. Still the same selections.

Michel Neeser

@Özge Özgenç If you choose the last option ("Update Issue Field"), you should be able to select the field "Resolution" and set the value to "Done" on the next screen.

Özge Özgenç

I see now. Thank you a lot, I appreciate it. Have a nice day!

Stephen George_atsuas

I hit the same situation with several tickets and was able to set the resolution for new and existing tickets by doing the following.

To Fix New Tickets

To ensure future tickets are marked with a Resolution when set to Done, I went to the Sprint/Kanban Board -> Configure Board -> Columns, and ☑️ checked the box for "Set Resolution" on the Done state.

To Fix Existing Tickets

I used a new label and Bulk Editing to fix existing tickets lacking a Resolution. It required transitioning them out of Done, and back into Done.

Use Bulk Change Issues -> Edit Issues -> Change Labels -> Add to existing to apply a new temp-needs-resolution label to the affected stories. That could be all of tickets that are returned from this query:
```
status = Done and resolution is EMPTY
ORDER BY statusCategoryChangedDate DESC
```
Use Bulk Change Issues -> Transition Issues to move all temp-needs-resolution issues from Done -> In Staging (or some other temporary status).
Use Bulk Change Issues -> Transition Issues to move all temp-needs-resolution issues to Done (again).
Use Bulk Change Issues -> Edit Issues -> Change Labels -> find and remove these to remove the temp-needs-resolution label from all tickets that have it.

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