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Status is resolved but resolution is Unresolved

I am very confuse while reading so many workaround for this issue. 

Issue:- 

My issues are "Resolved" but resolution is coming as "Unresolved" due to which all Resolved issues also display in my OPEN queue. 

Please suggest the solution of it. 

I have admin access to my JIRA service desk.

2 answers

0 votes
Deleted user May 15, 2018

Hi @sunita yadav,

To clarify; your issue's Status is Resolved however the Resolution field has not been set to a particular resolution option. 

Is that correct? 

Thanks

Deleted user May 15, 2018

Hi @sunita yadav,

As @Nic Brough {Adaptavist} mentions it will be an issue with your issue’s workflow. 

You will need to set up a screen with the Resolution field included. This screen needs to be triggered when a user transitions the issue’s status to Resolved 

Again, as @Nic Brough {Adaptavist} mentions below; when setting up a transition out from the Resolved Status so the issue is essentially re-opened, clear the resolution field with a post function. 

Hope this helps 

0 votes

Your workflow is not setting a resolution.  You will need to edit the workflow and

For all transitions into a closed type status, add either

  • A screen that has the resolution on it
  • A post function that uses "update field resolution to <value>"

For all transtions out of closed type status, add

  • A post function that uses "update field resolution to <none>"

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