How to filter tickets without text in resolution field

[paige_sandhu]

We're encouraging our service team to provide their resolutions and fixes in the resolution field when they finish a ticket. Is there a way to filter for tickets that are marked as Done/Resolved/Closed and do NOT have text in the resolution input ?

[Walter Buggenhout]

Hi @paige_sandhu,

While the resolution and resolution comment fields appear on the same screen, there is no link between them.

When you add a comment in that screen, it is added as a new comment to the list of (all) comments on the issue and there really is't a way to identify it as "the resolution comment".

If you want to avoid people to resolve an issue without entering a comment, the best thing you can do is add a validator to your workflow making the comment field required. By doing that, people won't be able to move your issue to a status requiring a resolution (and comment) without filling out the field. That way, you also don't need to bother searching for issues where they forget to fill it out.

Hope this helps! 

[Susan Waldrip]

Hi @paige_sandhu , have you tried something like

Status IN (Done,Resolved,Closed) AND Resolution = Unresolved

[paige_sandhu]

Almost there! I'm looking to filter for tickets that have left the Resolution Comment field empty, not the Resolution itself. 

[paige_sandhu]

[Shikha Verma]

Hi @paige_sandhu, Welcome to the community.
You can create a JQL Filter: (status = Done OR status = Resolved OR status = Closed) AND resolution is EMPTY.