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How to customize info text on Resolve Issue Screen?

Hi, how do I customize or remove the "Request Resolved" information text (in blue)? It is very confusing as the issue has not been resolved yet.

This is the issue resolve screen created by Jira Server - Service Desk v8.12.2. Thank you.


1 answer

0 votes
Daniel Ebers Community Leader Dec 30, 2020

Hi @Marlene Koh

welcome to the Atlassian Community!

Could you please double check and confirm if App "Jira Toolkit" in installed in your instance?
Often boxes like that is seen when a "Message Field" is put to the corresponding screen.

You also could analyse the screen if there is a "Message Field" put to it - if so, you could remove it.

Please check and let us know what you have found out.


Hi Daniel, 

I have not installed Jira Toolkit. Do you perhaps know of a groovy script that I can run with scriptrunner to disable the info box? This is what my Resolve Issue Screen looks like for the Jira Service Desk Project - there is no "Message Field". Thank you!



Daniel Ebers Community Leader Dec 30, 2020

Further investigation leads to the assumption you have installed the App "Jira Automation Suite (JSU)" formerly called "Jira Suite Utilities" and have a validator set using this App in the transition you are currently looking at.
Is it possible that you additionally marked "Resolution" as a required field during the transition and/or the comment field?
Apart from that I do not see more fields that you could have marked as required in the workflow - but this would be the place where to check further.

Hi Daniel, thanks for your reply.

You are right, I have installed JSU but there are no validators set in the transition. Still unsure of what is the issue, but will investigate further! Thank you!

Best Regards,


Daniel Ebers Community Leader Jan 11, 2021

Sure, you're welcome. I think you will be able to find it - seems you're very close to the solution.
Be sure to check all transitions - from a logical view it would have to be the one you showed but somewhere a validator seems to "hide" (sometimes there is more than just one "resolve"-transition and such).
Let us know if you need further thoughts and exchange on this one.


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