How to customize info text on Resolve Issue Screen?

[Marlene Koh]

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.

[Alvin Chan _Ease Solutions_ · Accepted solution]

Hi all,

Not sure if this is still open, but I found the solution here:

https://community.atlassian.com/t5/Jira-questions/Re-Informative-message-on-resolution-pop-up-screen-how/qaq-p/2315107/comment-id/572739#M572739

It's also possible to create a new transition to your final status to remove the message, tried it out on my end too :) 

[Dave Liao]

@Alvin Chan _Ease Solutions_ - thanks for sharing!

I wish this solution offered a way to customize the message, but removing it is also a good solution for some admins (and for the original poster). 🤣

[Dimitrios Kouroumichakis]

Hello everyone,

maybe someone here can help with this topic.

When the process is set to solved I would like an info panel to be displayed if he forgets to select the solution.

I thought that this rule would work in the workflow. Unfortunately no info panel appears, what exactly am I doing wrong?

[Daniel Ebers]

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.

Regards,
Daniel

[Marlene Koh]

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]

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.

[Marlene Koh]

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,

Marlene

[Daniel Ebers]

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.

Regards,
Daniel

[Dave Liao]

@Marlene Koh - ever figure out how to turn this off, or adjust it?

@Daniel Ebers - I'm troubleshooting a Jira instance that doesn't have JSU or Jira Toolkit installed.

I'm encountering the same behavior that Marlene described.

Confirmed that the transition screen only has the Resolution field on the screen. 🤷‍♂️