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Problem resolving tickets

Sarah Bizewski

We recently migrated our organization, and after migration the resolution of the tickets was lost. We have the "completed" status which is a finalizing status, and this status calls the resolution screen. However, on the resolution screen, even if you set "solved", the ticket remains as "unsolved". What would be the suggestion?

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Dexter de Vera

Hi @Sarah Bizewski ,

Can you check if the resolution screen has a correct resolution field (not a custom field). It should update the resolution of the ticket.

Thank you!

Sarah Bizewski

Yes

Joseph Chung Yin

@Sarah Bizewski -

You need to evaluate the WF used in your project to determine if it is setting the Resolution field properly. In addition, you may also need to review all the existing Resolution value options for your site.

By default - Resolution value is always controlled via the WF transition into the terminal status.

Hope this helps.

Best, Joseph Chung Yin

Dexter de Vera

Can you check the custom field if there is a field named Resolution? Also, can you go to Settings - Issues - Resolutions and screenshot the values available? (If the value solved is there)

It would also help us to check if you can try to resolve a sample ticket, screenshot the ticket itself and its history.

Sarah Bizewski

Follow evidence

Andy Heinzer

Hi @Sarah Bizewski

I created a support case on your behalf over in https://getsupport.atlassian.com/servicedesk/customer/portal/23/JST-1023938

In the future, as the site-admin of a paid product, you can create a support ticket yourself by going to https://support.atlassian.com/contact

The problem here might be in relation to the type of project (team managed vs company managed), but also the possible workflow differences might be a factor. I think it would be best to follow up in the support case so that our support team can take a closer look at the problem here and suggest a means to resolve this.

Thanks

Andy

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