Showing results for 
Search instead for 
Did you mean: 
Sign up Log in
Deleted user
0 / 0 points
badges earned

Your Points Tracker
  • Global
  • Feed

Badge for your thoughts?

You're enrolled in our new beta rewards program. Join our group to get the inside scoop and share your feedback.

Join group
Give the gift of kudos
You have 0 kudos available to give
Who do you want to recognize?
Why do you want to recognize them?
Great job appreciating your peers!
Check back soon to give more kudos.

Past Kudos Given
No kudos given
You haven't given any kudos yet. Share the love above and you'll see it here.

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

How to Close an issue past Done.

We are trying the Service Desk to manage out bugs and feature requests. We are now using a default workflow but even after the task/ issue is set to Done, such issues still show in the Open Issue (within the Queues. Please share some insights on how to best utilize the Service Desk. 

1 answer

1 accepted

0 votes
Answer accepted
Jack Community Leader Jun 09, 2021

You need to ensure that you set the resolution field when moving an issue to done. 

Hi Jack,


Thank you for getting back to me on this. As far as I see there is not resolution field in the Service Desk issues, here's a screen shot: 


Screen Shot 2021-06-10 at 9.19.00 AM.png


To add to this we are using the default Workflow: Screen Shot 2021-06-10 at 9.20.47 AM.png

Please assist!! 


Thank you in advance

Jack Community Leader Jun 10, 2021

You need to add the Field. If you don’t care what the value is for resolution then you can simply set a post function on the transition to Dunn to set the value of resolution to any value such as “done”. You also want to be sure to have a post function to clear the resolution anytime you move an issue out of done into another status status. If you would prefer to force the user to select the proper resolution such as done, won’t do, could not reproduce etc. Then you will want to create a screen and add it to the transition including the resolution field on that screen. You will also want to have a validator on the transition that requires the user to update that field. Again be sure to clear the resolution field anytime you re-open issues. 

Like Ankita Saini likes this

Ah!! That is all great information, I'm going to try it out. Thank you again :) 

Suggest an answer

Log in or Sign up to answer
Community showcase
Published in Jira Service Management

JSM June ask me anything (AMA)

Hello Community members! We’re wrapping up the end of JSM June with an Ask Me Anything (AMA) with the Jira Service Management product team. This is your chance to ask all your ITSM questions to o...

161 views 9 10
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you