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I have a ticket in a status of Done but it also says unresolved.

kevin.deadman

Ive looked at other posts in the forum and the workflow.

it talks about adding a post function which i cannot see in the workflow settings, my screens look different to that shown in the forum posts

I cant see where the resolution field exists - its not showing in my workflow.

as a result the standard dashboard reports that measure create to resolved dont work as nothing that moves to done is essentially resolved!

Accepted answers

Marc -Devoteam-

Hi @kevin.deadman

Welcome to the community.

You have 2 options.

Create a Resolution screen, place the field Resolution on this screen and set this on the transition to done.
Then on the transition there will be a screen where on the transition the resolution can be set
Create a post Function on the transition on the workflow and use the "Update Issue Field" one.
There you can choose the Field resolution and set a default value for the field.

All comments

Marc -Devoteam-

Hi @kevin.deadman

Welcome to the community.

You have 2 options.

Create a Resolution screen, place the field Resolution on this screen and set this on the transition to done.
Then on the transition there will be a screen where on the transition the resolution can be set
Create a post Function on the transition on the workflow and use the "Update Issue Field" one.
There you can choose the Field resolution and set a default value for the field.

kevin.deadman

Thanks for the reply. I cant see where i do this though, all i see are these transition options. (the resolved wording in the lozenge is just a use defined text).

I canrt see a field called Resolutions anywhere on the workflow screen or in the rules, yet on the ticket iteself i see the transitions that are available and then when it moves to done it says unresolved next to it.

There must be a way of associating that when the status transitions to Done at the same time the ticket status becomes resolved?

Mikael Sandberg

@kevin.deadman You need to click on the transition (the arrow leading into the Done status), not on the status itself. then add a rule that updates the resolution field or show a screen that have the resolution field on it.

Screenshot 2025-05-02 at 7.26.27 AM.png

Marc -Devoteam-

Hi @kevin.deadman

Select a transition on the workflow (a line with an arrow towards the "done" status).

On transitions you can set screens and/or conditions/validators or post-functions.

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