How to set final status of Service Desk Request so that the Request Resolved field is "Resolved?"

I have a service desk project, with a workflow I made.  The last status is "Closed."  I had the last status as "Resolved," but that prevented the filter on the customer portal from allowing the user to filter out issues that were finished.  Now, with "Closed," the filter on the portal works. {edit: Oops, no it doesn't.  The Closed issues show up when the filter is set to open. }

But I noticed that if I query all my closed requests, and put them in a queue with a "Resolution" column, they are all "Unresolved."

I created a resolution named Closed, thinking it might somehow know I was referring to the status named Closed, but that didn't do it.  I edited the transition from the second-last status, which goes to closed, and added a post-function to that last transition which sets the resolution to Done, but that didn't work either.

There was an alert where I set the post-function, that said "Please make sure that the value you set is valid for the project using this workflow. Otherwise, the transition may fail at execution time." The SD requests have a resolved field, so I'm hoping that will mean it's not an issue.

What am I missing here?  Thanks in advance!

Jim

1 answer

I think I figured it out–it has to be the final status which has the post-function to set the done-ness of the Resolution field, not the final transition.

Jack Brickey Community Champion Nov 03, 2016

yes. you want to have the post function set the resolution unless you want the 'type' of resolution to be selected at the time of closure. By default resolution types are: Done, Cannot reproduce, Won't do, etc. But if you don't care about the reason for closing then just set to Done or whatever you want via post function.

Suggest an answer

Log in or Sign up to answer
Community showcase
Posted Sep 18, 2018 in Jira

What modern development practices are at the heart of how your team delivers software?

Hey Community mates! Claire here from the Software Product Marketing team. We all know software development changes rapidly, and it's often tough to keep up. But from our research, we've found the h...

23,818 views 2 7
Join discussion

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you