Resolution selection by automation

Question

Hi guys,

I have a Closed status that I want reporters or assignees to be able to select the Resolution once the status is transitioned to Closed status. I don't want to have it by default as Done or Closed using post-functions. In this case, I want to give them the ability to select if the issue is closed due to Duplication, Won't do, Can't Reproduce, or any other Resolution value available on the list when the issue transitioned to Closed. Should I go for the automation? If so, any idea how to do it?

I use a premium plan as an org admin so I'm able to create global rules if needed.

Thank you!

Mikael Sandberg · Accepted Answer

You can allow the user to select the resolution by creating a screen with the resolution field on it and then associate that screen with the transition to the Closed status. By doing so the resolution field will be required to be filled out before the issues is transitioned. If you look at the default Service Request Fulfilment workflow for Jira Service Management you will see how the resolution field is associated with the Resolve this issue transition.

Joseph Chung Yin · Accepted Answer

@Olivia Medina -

What you need to do is customize your WF's transition to the terminal status (i.e. Closed) to use a pop-up screen that contains the Resolution field.  You may also need to add a Validator to make the field mandatory, if the transition pop-up is not enforcing it (by default - it will always set the field mandatory against the transition to the terminal status).  Once you have that completed, you want to delete the default post-function call which set the resolution field value.

I typically don't give the option for reporter the ability to move the issue into a terminal status.

Hope this also helps.

Best, Joseph Chung Yin