Creating custom resolution

Question

Hi,

So I've created 2 new projects in Jira Service Management. In order to get a better picture of the resolutions of the tickets, I have created new resolutions under Issues>Issue Attributes>Resolutions. I understand that I have to now edit the workflows to either include or exclude the resolutions I've created. I have yet to create the workflows for the request types as yet.

So say for example I have 4 different products and they all have different custom resolutions I want to use. I want to use the incident issue type for all of the tickets for these projects.

My questions is:
Do I have to create multiple Incident issue types and rename them, Incident 1, Incident 2, Incident 3 for example, and then create a workflow for each and assign the custom issue types to them?

Or is there another method or process you can suggest that might get me the same result?

Any help or advice would be greatly appreciated!

Thanks

Peter

Robert Wen_Cprime_ · Answer

Hello Peter:

Resolutions are independent of the workflow.  They can get set when moving an Issue to Done manually through a Transition Screen, or automatically through a workflow post-function or automation.

If you're trying to have one workflow for your individual issue types, your best bet may be to create an automation that sets the Resolution based on the Request type and the transition.

(Edited answer to change condition.  This allows you to have one Issue type for your 4 request types and use one workflow.)