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Closed tickets don't change to Resolved

Matthew Knab

We have been under an audit and as they have been going through Jira to look at resolved on/off boarding tickets, they found that we have hundreds of tickets that, despite being in a Resolved workflow status, they still show as Unresolved under the Resolution column. I'm trying to figure out if there was a post-function I missed when building out this workflow, but I haven't been able to find one that lines up with that Jira column and move it to Resolved when the ticket gets closed. Any help would be appreciated. Thanks!

Accepted answers

Laurie Sciutti

Hi @Matthew Knab ~ issues need to have a value in the Resolution field in order to be considered Done. This is typically handled via a Resolve Issue screen or a post-function.

All comments

Laurie Sciutti

Hi @Matthew Knab ~ issues need to have a value in the Resolution field in order to be considered Done. This is typically handled via a Resolve Issue screen or a post-function.

Matthew Knab

Thank you Laurie, I think i finally found the right post-function to accomplish this. Can you recommend a way to change tickets in bulk to the Resolved status?

Laurie Sciutti

Glad you got it, @Matthew Knab ! For bulk updates, I use a built-in script in ScriptRunner that does this without having to re-transition any issues. If you don't have SR, use the bulk change >> Transition and to set the Resolution as well (you might want to consider unchecking the "Send mail for this update" option as well so you don't spam your users.

Matthew Knab

Huh, I didn't even know that bulk tool existed. I do see the Transition option, but it says I don't have access to bulk edit for Transition. I find that to be odd because I'm the Jira admin.

Padmakshi Venkateswara Rao

To address the issue of Jira tickets showing as "Unresolved" despite being in a "Resolved" status, add a post-function to your workflow transitions to automatically set the Resolution field to the appropriate value (e.g., "Done", "Resolved") when transitioning to the "Resolved" status. This ensures consistency and accuracy in your Jira data, especially during audits. Test the post-function thoroughly to ensure it functions as expected.

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