Resolution always Unresolved and not available in workflow transition

Question

I’m working on a Jira Service Management project and I’m facing an issue with the Resolution field.

All of our requests reach statuses like DONE / REVIEW, but the Resolution remains “Unresolved” for every issue.

I tried to fix this at the workflow level:

* Project settings → Workflows
* Transition → Perform actions → Update a request field

However, Resolution does not appear as an available field to update.

Important details:

* This is a Jira Service Management project
* I suspect it might be Team-managed, but I want to confirm
* The status is already in the Done category, but Resolution is never set

My questions:

* Is this a known limitation in Team-managed JSM projects?

Hector Florin · Answer

Hi @Sergio Valle ,

I hope you're doing well.

Yes, this is a known limitation in Team-managed Jira Service Management projects.

In team-managed JSM, the Resolution field cannot be set via workflow actions, even when an issue transitions into a Done status.

In Jira (including JSM), 
Status category = Done

does not automatically mean Resolution is set.

Resolution must be explicitly set, and in team-managed JSM:

Jira does not auto-set Resolution

You also can’t configure it in the workflow

https://support.atlassian.com/jira/kb/set-resolution-field-for-team-managed-project-jira-issues

https://community.atlassian.com/forums/Jira-questions/Resolution-in-team-based-project/qaq-p/1983515

I hope it helps.

Thank you.

Hector

Trudy P Claspill · Answer

Hello @Sergio Valle

Welcome to the Atlassian community.

This is a known limitation.

Researching your question led me to this KB:

Set Resolution field for Team Managed project in Jira Cloud

That KB notes that the Resolution field cannot be accessed to set manually or in the workflow for Team managed projects. They recommend use of an Automation rule to set the field. I have not tested that out.

The article also includes a link to a documented backlog issue on the topic of making the Resolution field available for JSM team-managed projects

https://jira.atlassian.com/browse/JSDCLOUD-8523