How to influence/change the value in 'resolution' field?


we are using Jira service desk and almost everything is setup and working fine.

The only issue we have left is related to the 'resolution' of the issues. No matter in which state of our workflow the issue is sitting, the 'resolution' field does always display 'Unresolved'. This causes issues e.g. in queries or on the dashboard where Jira standard is making use of this value.

So the question is how can we make the resolution go into another state based on the workflow step of the issue (e.g. we have 2-3 different workflow 'done' steps for which we want the resolution value switch from 'unresolved' to e.g. 'Done').


Thanks a lot in advance to everybody who helps us on this point!


2 answers

1 accepted

Thanks a lot. This helped to solve the issue!

0 vote
Jack Brickey Community Champion Jul 01, 2017


you need to edit the workflow and on the transition to Done status assign a 'resolve' screen that has the Resolution field displayed. If you do not already have a Resolve screen then you can simply create one and set it up w/ the fields you want including the Resolution field. Hope this makes sense.

Alternatively, if the Resolution is always going to be a single value, e.g. "Done" then you could add a post function to the transition to Done status and set the Resolution to "Done".

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