Stop Resolution from updating

Stephan Gruzinski
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March 9, 2024

When i create the ticket everything stays normal with resolution and the default unresolved and no strikestrough in the ID number

When i mange a jira issue either with in the issue itself or moving it along a Board/Backlog the resolution stays(Unresolved) normal and the ID number does not get a strikethrough

When somebody tries to edit a ticket by clicking on edit in the  top of the ticket it auto update the resolution to (None) and then Id numbers gets a strike through.

The only time i want the resolution filed updated is at the end when you move it a final status.  I would like it to be a required filed that you are required to select an option and not just auto update to Done

I am not sure where where to begin correcting the issue.  

 

3 answers

3 votes
Mohamed Riza _ServiceRocket_
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March 9, 2024

Hi @Stephan Gruzinski 

I would recommend opening the affected issue and checking the history. Two possibilities I can think of here: 

1. You have an automation in place which sets the resolution once an issue has been edited. In which case you will then need to review the automations on your instance. 

2. The user himself set the resolution on the edit screen. In which case, you might want to remove this field from the edit screen to prevent users setting the resolution unless they are transitioning to the last column. 

On a side note, I would also recommend going to the resolutions on your instance. Ideally you should not have created a resolution called 'None' on the instance. This is because the way Jira knows an issue is resolved is if the resolution field is filled up. Hence, I would recommend removing this from your instance. 

 

Joe Pitt
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March 9, 2024

The resolution field should NEVER be on the edit or create screen, only on the transition screen on the transition where you want it set or set in a post function during a transition

1 vote
Craig Nodwell
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March 10, 2024

Hi @Stephan Gruzinski welcome to the community.  Since this is happening on Edit I'd say there's probably some default value on the resolution field (probably none) was more then likely put there as a suggestion to remove the none values in select lists, remove this if it's there.  The other thing you might want to look at is an automation that sets the resolution on issue edit.

The point is any value in the resolution field marks the issue are resolved.  This field needs to be EMPTY until a resolution is reached.

0 votes
Stephan Gruzinski
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March 11, 2024

 @Craig Nodwell @Joe Pitt @Mohamed Riza _ServiceRocket_ 

Thanks all of you for your help.

I am pretty sure that an automation is running on the edit screen.  

Where do i begin checking to see if the resolution is on the edit or create screen.    I am sure once i get to these screens i will be able to remove the resolution field. 

What else do you recommend checking to make sure the resolution filed stays empty 

Here is the current resolution setup.  What changes do you recommend, I am guessing probably clearing defaults but is there any other changes. 

2024-03-11_22-05-46.png

How do i make sure the resolution field stays empty until the end. 

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