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Looking for someone to explain the behavior of a field for me and how it gets set

Mike Albanese

I have multiple projects where the word "Done" preceded by a green checkmark appears next to the ticket status when a ticket has passed QA testing. Once the status "QA Passed" is selected for the ticket, this resolution status(?) in green shows next to it. On another project, the green resolution status is not appearing next to the "QA Passed" status. My question is what could make that green resolution message and checkmark appear for one project and not the other? Thank you in advance for any insight.

Accepted answers

Trudy P Claspill

Hello @Mike Albanese

What are the project types for these projects? Get that information from the Type column on the View All Projects page under the Projects menu.

That checkmark/text is the contents of the Resolution field for the issue. This is typically set as part of the workflow transition to a green/done Status and cleared when transition to a not-green/not-done status.

Your workflow may need to be modified to ensure this is happening correctly. The method to modify the workflow depends on the project type.

Mikael Sandberg

The Resolution field is an important feature in Jira. It tells Jira if an issue has reached the end of it's lifecycle if the Resolution is set or not. Normally you set the resolution as part of a post function in the workflow that transitions it to an Done status. The other option is to allow the user to select the resolution by associate a screen that has the resolution field on it with the transition.

If the resolution is not set it will affect reports in Jira, for example the gadget for created vs resolved which relies on the resolution field. You can learn more about best practices using the resolution field in this KB.

All comments

Trudy P Claspill

Hello @Mike Albanese

What are the project types for these projects? Get that information from the Type column on the View All Projects page under the Projects menu.

Your workflow may need to be modified to ensure this is happening correctly. The method to modify the workflow depends on the project type.

Mikael Sandberg

Mike Albanese

I seem to have resolved the issue by adding the resolution field to the screen that the project was using. Now when I create new tickets and run them through the workflow, beginning to end, they eventually show the green/done resolution. Unfortunately, this doesn't seem to do anything for all the tickets that existed in the Done column before. Up until things went awry this morning, we could have the Done column cleared by releasing the release they were associated with. But that's a different issue, so let me leave it at that. Thank you very much, Trudy, for your quick response.

Mike Albanese

Exactly as you say Mikael. Thank you for your response.

Trudy P Claspill

Hello @Mike Albanese

You should not have the Resolution field on the Create Issue or View/Edit Issue screens. The field requires a value to be entered when it is present on a screen.

The only screen(s) the field should be on would be Transition Screens; custom screens that you elect to present when changing the status of an issue. And a Transition Screen with the Resolution field should be used only on transitions to green/done statuses.

Adding the field to screens will not cause it to be filled in for pre-existing issues. And you can't update the Resolution field through Bulk Changes. But you could update it by using a CSV file that includes the issue key, the issue summary, and the Resolution value you want for each issue you want to change. That can be imported through the External System Import option, using the old import experience, to update the existing issues.

Bilal Mughal_p3mlpx

I am also facing same issue, thankyou for providing proper solution.

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