How to Resolve Issues in Jira Work Management

[Rachel D]

I am using Jira Work Management to track incoming work requests from other teams that my team will then execute.  I use Tasks for each work request and Subtasks for anything that might pertain to the parent Task. My status columns are "Open" "In progress" "In Review" "In Development" and "Done".  Issues that are moved to the "Done" column are not showing as resolved in any of the reports I am trying to generate.   

I would like to be able to see how long issues spend in "Open", "In Progress" and "In Review" until they are done.  I would also like to see how many issues are created vs. how many issues are resolved but since I am unable to resolve issues I can't generate these reports.

[Oday Rafeh]

@Rachel D 

In jira work management, resolving an issue typically involves setting a resolution value for the issue. If the resolution field is not set, the issue might still be considered unresolved even if it's in the "done" column. To ensure your issues are resolved when moved to the "done" column, you can add a post-function to the workflow transition that sets the resolution value.

Here are the steps to add a post-function to set the resolution value:

1. go to your project and click on "project settings" in the bottom left corner.
   Click on "workflows" in the left sidebar.
2. Find the workflow that is associated with the issue types you are working with (usually named "task management" or similar). Click on the "edit" button in the actions menu (three vertical dots) to open the workflow editor.
3. In the workflow editor, click on the transition arrow that leads to the "done" status (e. G. , from "in review" to "done" or from "in development" to "done").
4. Click on the "post functions" tab in the panel that appears on the right side.
5. Click on the "add post function" button.
6. Select "update issue field" from the list and click on the "add" button.
7. In the "issue field" dropdown, select "resolution. "
8. in the "value" dropdown, select a resolution value that you would like to set when an issue is transitioned to "done" (e. G. , "done" or "fixed"). Click on the "add" button to
9. save the post function.
10. Publish the changes to your workflow.
    Now, when you move an issue to the "done" column, the resolution field will be set, and the issue will be considered resolved. This should allow you to generate the desired reports on issue resolution times and created vs. Resolved issues.

For the reports, you can use the built-in jira reports, such as the "created vs. Resolved" report or the "time in status" report. You can access these reports by going to your project and clicking on "reports" in the left sidebar. You may need to adjust the jql filter for these reports to accurately reflect your project and issue types.

[Rachel D]

Hi Oday, thank you for your response.  I do not have these options - I can get to my workflow editor for the Issue type I want to resolve (task) but when I click the transition that leads to "Done" these are the only options I have on the right hand panel

[Daniel Martínez]

Hi @Oday Rafeh 

Thanks for this information. Question: will updating my workflow today also update the resolution for issues which have already been marked as Done? If not, what would be a good way to update this, so that the "resolved date" matches the actual date in which issues were resolved? Just as a reference, below is a screenshot of how a Created vs. Resolve graph looks; since our workflow is not yet updated, all the Resolved issues are not yet resolved, but I am wondering how it will look like once we update our workflow...

- Will Jira automatically update the Resolved date to the Actual Date?

- Wille Jira automatically update the Resolved date as the date in which I update my workflow?

- Will Jira not automatically update the Resolved date, even after updating my workflow? If so, does Jira allow me to update each issue manually so that the Resolved date is updated?

[Najm Polaris]

Hi @Rachel D

you need to update the workflow as mentioned above by Oday.

You need to create the "Done" from Done status to get the done resolution. 

[Rachel D]

Hi Najm, thank you for your response.  I do have this status in my workflow, but nothing residing in this status is considered resolved.

[Najm Polaris]

@Rachel D is your project company managed or team managed project? is it scrum or kanban?

[Rachel D]

It is team-managed, I was able to get in contact with support and there is a bug with team-managed projects where issues are not automatically resolved when done, so there is an automation work around.  I am all set now.  I appreciate your response and willingness to help, thank you.

[Christa Nitchals]

@Rachel D are you able to share the workaround that support provided? I am running into the same issue. Thanks!

[Rachel D]

@Christa Nitchals

Yes, happy to!  You will need to create a rule in your project that dictates when an issue is transitioned to the 'Done' column, then the issue field is set to resolve.  I have attached a photo below of what your rule should look like.  Should you need more help please let me know.  

[Christa Nitchals]

@Rachel D You're awesome. That fixed it - thank you!