Updating 'Resolved By' field in Jira ticket

[Keerthan Rai]

I noticed that the 'Resolved By' field in the Jira ticket doesn't update automatically when a user changes the ticket status to 'Resolved' 

When does the 'Resolved By' field gets updated automatically? Are there some settings for this functionality?

[Alex Koxaras -Relational-]

Hi @Keerthan Rai 

I think that resolved by is a custom field and not a systemic field. This means that a jira admin has created this field and placed it on certain workflows/automations etc. If you have access to the workflows and edit them (if you are a jira admin) then we can help you.

Also it would be good if you clarify the type of project you are working with: Company Managed, or Team Managed?

Cheers,
Alex

[Marc Isikoff]

Resolved is a system field. You can see this on every issue you have in Jira Service Management.

When you use a Kanban/Scrum board and drag a story to Done it pops a form which you have to enter Resolution. 

Jira then records the date/time in Resolved when that happens and it forms the basis for Created vs Resolved reports/gadgets yet is seemingly inaccessible to edit.

To wit: We use Jira Service Management with no board hence no Resolution screen and the only options we have seen are Marketplace boltons and post triggers which our company disallows.

[Nic Brough -Adaptavist-]

"Resolved" and "Resolution" are system fields, "resolved by" is not.

There's a write up of how Resolution works at https://community.atlassian.com/t5/Jira-Content-Archive-questions/Created-Vs-Resolved-Chart-not-capturing-Resolved-issues/qaq-p/1568658? but it does not mention "Resolved".

Resolved is quite simple though - it contains the date the issue had its resolution set to a non-empty value.

[Marc Isikoff]

But that is the problem in thinking Resolved is simple. It is "if" you use the pop up screen with a drop down to name the Resolution, because that is a drag and drop board item. 

If you have no such board you need to add this to your workflow because this "simple" approach mandates you use that pop up screen since that is when Resolved date is applied. And again, that is not a simple task when you do not control the instance completely.

Other "simple" solutions like in workflow add a post function are thought to be easy if you are at a startup or have complete control over your Jira instance which in beauracratic companies is not the case and then simple becomes complicated.

In short, if Atlassian simply let us update the field in automation we could all have our own ways and manners of updating this field. But they did not.

[Nic Brough -Adaptavist-]

There seems to be a misunderstanding here.  The resolution field, while it can contain varying options, is used throughout Jira to say whether an issue needs more attention (with the exception of Jira Software boards)

It is completely binary - it is empty (unresolved) or it is not (resolved, with any one of a set of options)

All of the default workflows do this one way or another - they all have end status and use one of the many methods to resolve issues when they reach their end status (ask the human closing the issue, or set it in a post-function).

If this is not happening for you, then one of your admins has deliberately removed it, and you need to get them to repair your workflow or process.

You do not need to use a screen to set the resolution, although that is the default behaviour carried over from Jira's original design.  You can set the resolution by post-function, listener, automation, scripts (assuming you have one of the many apps that can amend fields), or even, in some boards, by ticking a box that says "set a resolution if an issue lands in this column".

"Resolved" is still simply the date an issue moved from have no resolution to having one