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Solution option is not shown when transitioning a ticket to "Done"

Hi there,

I created an own Workflow for our Service Desk, which works fine so far. However, I noticed that now one cannot select the kind of solution when transitioning a ticket as "Done" (or in German "Erledigt". I added this to the transition settings of a status, but still nothing changed and no window to select a solution is shown.

servicedesk.customer.transition.resolution: Value 10000

Also I tried:

jira.field.resolution.include: Value 10000

Thanks in advance and kind regards,Solution.png


1 answer

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Answer accepted
Guilhem Dupuy Community Leader Nov 23, 2020

Hallo Lukas,

I'm not sure I fully understood your problem; should a screen pop up when you transition your issue ?

If yes, you should check the Workflow to see if the correct Screen is displayed by the transition.


Bitte sag mir, ob ich dir geholfen habe,


Hi @Guilhem Dupuy 

with your help I found my mistake. I did not select a Display screen for the transitions.


Thanks so much and have a nice day,


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