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overdue issues generating email to users

I need to adjust the frequency of the email reports going out to users to alert them of "unresolved" resolution of issues. Where do I do this?

I created a new issue type and even when the status says complete, the resolution can remain "unresolved". How can I fix this so that it says "done"?

3 answers

0 votes
edwin vasquez Community Leader Dec 03, 2019

Hello MIchelle,

I'm assuming this is in Jira Service Desk. Have you checked to under Automation in Project Settings to see if you have a rule set up that sending these emails?

I created a new issue type and even when the status says complete, the resolution can remain "unresolved". How can I fix this so that it says "done"?

You can fix this in a couple ways.

WAY #1:  Do you want the users to set the resolution field themselves?  (This lets them choose for the resolution, values like "Done", "Won't Do", etc.) 

If so, you need to add the resolution field to the screen that appears on the transition leading to the "Complete" status.

WAY #2:  Do you want the resolution to be automatically set to something like "Done"?

To fix that, you need to look at the workflow for your issue type.

In the workflow, you probably created a transition that led to the "Complete" status.

You need to (while editing the workflow) edit that transition's "post-processing functions". 

You need to ADD a post-processing function, that does the following:

Update Issue Field > Set Resolution to "Done".


Some documentation links about workflow configuration:

Thank you. I have taken up solution #2.

Next question: How can I change the resolution for an existing issue so that it stops sending out an overdue email

Use one of the two options:

Do an external system import:


Or, create a transition that starts and ends at your "DONE" status, where it has a post-processing action that sets the resolution.

You can add a condition to the transition, that limits what users are allowed to activate that transition (so it doesn't get used unintentionally/inappropriately).

Make sure to remove the "Generic event" post-processing rule, if you don't want the transition to set out emails.


(Don't forget to mark the answer as accepted, if you're good to go!)

0 votes
edwin vasquez Community Leader Dec 04, 2019

Search issues that have the resolution field empty then you can do a bulk edit and transition your issues.

edwin vasquez Community Leader Dec 09, 2019

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