"Done" issues still shows as Unresolved

[Özge Özgenç]

Hi

When I transition an issue to "Done" in my service management project, it still shows as Unresolved. How can I fix this? I am open to any suggestions. 

Thanks

[Michel Neeser · Accepted solution]

Hi @Özge Özgenç

You have to make sure that there is a post function defined for the "Done" status in your workflow which sets the resolution (which is a separate field and not the same as the status):

After you've configured this, you need to consider that you also have to reset the resolution if it is possible to reopen tickets in your workflow.

[Özge Özgenç]

Hi @Michel Neeser 

Thank you for your answer. I see I did not set that post function.

When I click to add the post function, I couldn't see that selection. I am adding a screenshot can you also check which field should I set as a post function?

also, I set the done transition as "Allow all statuses to transition to this one" as you did in your workflow. But also it did not work. Still the same selections.

[Michel Neeser]

@Özge Özgenç If you choose the last option ("Update Issue Field"), you should be able to select the field "Resolution" and set the value to "Done" on the next screen.

[Özge Özgenç]

I see now. Thank you a lot, I appreciate it. Have a nice day! 

[Özge Özgenç]

@Michel Neeser Sorry for bothering you again, I have a last question. How can I reset the resolution? Old issues still show as unresolved. Is there a way to fix it? 

[Michel Neeser]

@Özge Özgenç Unfortunately, there is no simple solution to this, as it is not possible to update the resolution with the bulk edit feature.

I would recommend to either follow this approach, or to configure a scheduled automation rule which you run only once (inspired by this post). The automation rule contains a JQL query which returns the issues you want to set the resolution on (red arrow) and edits the resolution field for all of them:

[Özge Özgenç]

@Michel Neeser Automation worked. I am really grateful for your amazing help. Thank you!

[Stephen George]

I hit the same situation with several tickets and was able to set the resolution for new and existing tickets by doing the following.

To Fix New Tickets

• To ensure future tickets are marked with a Resolution when set to Done, I went to the Sprint/Kanban Board -> Configure Board -> Columns, and ☑️ checked the box for "Set Resolution" on the Done state.
  

To Fix Existing Tickets

I used a new label and Bulk Editing to fix existing tickets lacking a Resolution.  It required transitioning them out of Done, and back into Done.

1. Use Bulk Change Issues -> Edit Issues -> Change Labels -> Add to existing to apply a new temp-needs-resolution label to the affected stories.  That could be all of tickets that are returned from this query:
   

   status = Done and resolution is EMPTY
   ORDER BY statusCategoryChangedDate DESC

2. Use Bulk Change Issues -> Transition Issues to move all temp-needs-resolution issues from Done -> In Staging (or some other temporary status).
3. Use Bulk Change Issues -> Transition Issues to move all temp-needs-resolution issues to Done (again).
4. Use Bulk Change Issues -> Edit Issues -> Change Labels -> find and remove these to remove the temp-needs-resolution label from all tickets that have it.