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Resolution for tickets with Statuscategory = In progress

Hello,

We have added Resolution field to Transition screen. As we add Resolution field to transition screen it is automatically made as mandatory field ( usual behavior ).

We have selected resolution while changing the status and still the resolution is not reflected in the tickets. Is this the known behavior  ?

Can we set resolution for In Progress state(status Category) tickets ?

Thanks in Advance

Madhu

1 comment

John M Funk Community Leader Jun 01, 2022

Hi Madhu,

You should not be setting the Resolution for In Progress category tickets - in my opinion. You can, but that isn't good practice. 

So, you are saying that the Resolution field is on the transition screen, and you put a value in the field and process the screen, but it does not update the Resolution field? 

hi @John M Funk Firstly, Thanks for the response.

Yes, The resolution field is on the transition screen and I put a value and processed the screen, and the Resolution field is not updated. 

John M Funk Community Leader Jun 02, 2022

Can you share a screenshot of your transition screen? 

Hi @John M Funk 

Attached the screenshot of my transition screen. 

 

Resolution Transition Screen.png

John M Funk Community Leader Jun 03, 2022

Do you have the actual screen the user sees? This is apparently just the administrator view. 

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