Changing ticket status to "Done" results in "Unresolved"

Question

When taking the following actions, my tickets are saying "unresolved"

In-Progress --> Done

Pending --> Done

I've tried following existing documentation to set done = resolution, but I'm missing the tabs that include "post-functions". As a workaround, I tried creating automations using the "Issue transitioned" rule. Here's what that rule looks like:

When Issue Transitioned from status Pending to status Done, then transition the destination status to Done and set Resolution to Done

I thought this would do the trick, but my test ticket is still showing "Unresolved" after moving the status from Pending to Done. Any ideas on how I can resolve this such that issues moving into the "Done" status are considered "Resolved"?

Marc -Devoteam- · Answer

Hi @Mallory Bayers

Welcome to the community.

In you workflow is there a post-function on the transition to "Done" that set the fields "Resolution" to a default value.

Or is there a screen defined on the transition with has the field "Resolution" provided to be set?

Christopher Yen · Answer

Hi @Mallory Bayers ,

Welcome to the community!

When you resolve a ticket in that workflow manually is "Done" a valid resolution value? I know in my project the resolution values are filtered to a specific set but in automation rules it will show the full list.

When you test, I would take a look at the audit log of that rule you shared see if it was successfully triggered by your test ticket and if triggered were there any error messages?

One other thing to check is, is there any automation moving the status from pending to done? if so make sure to the checkbox for "Check to allow other rule actions to trigger this rule. Only enable this if you need this rule to execute in response to another rule." is checked on the rule details page.