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Resolution Field is empty

Why  the resolution field empty in all issues?  I can't see when a ticket was closed.

2 answers

Hi @Service Desk MS4M 

you have different options. You can set the resolution via a transition screen, for example with the Close transition.

Or you set the resolution via a post function to a specified value.

 

Best regards and stay healthy

André

Did you edit your workflow? and if so did you add a resolution in your postfunction?

Jack Brickey Community Leader May 21, 2020

Or, and what I typically elect to do, add a Validator to require the resolution field to be set by the user transitioning the issue to Done. You will need to also add a screen to the transition with the resolution field. The reason I prefer this most of the time is that I like to be able to reflect on the different reasons an a issue is considered done, e.g. done, won’t do, cannot reproduce...

Like Ismael Jimoh likes this

Yes I edited the workflow. Bud sorry I don't have experience with jira service desk, how do I add the post function or the screen in transition? Can you explain to me please?

Ismael Jimoh Community Leader May 21, 2020
  1. Edit your workflow
  2. Switch to diagram view
  3. Select the transition to your Done/closed status
  4. You should get options such as edit, validators, conditions, post functions.
  5. To add a screen, select edit and in the screen field, type in the name of your resolution screen(make sure the resolution field is present)
  6. To add a post function, in Step #5 select post function, click add post function
  7. Select the update field option 
  8. Select resolution and add the resolution value you want to set in the respective fields.
  9. Save and publish your workflow.

This should help.

I am currently using Jira Service Desk, and do not have the options you indicate, as I have several projects created and for each created their own workflow, as can be seen in the attached images.Screenshot_4.pngScreenshot_5.png

Hi @Magic Mike , 

I am facing with a similar situation here. The Resolution field is empty, so that the closed / resolved / unresolved issues are stuck "in progress", and cannot transition to "close". A legacy automation was created to transition an issue to "close" after 3 business days if the issue is "resolved". 

For past issues associated with this workflow, how can I update the "post-function" or the value of "Resolution" in them?

Is it possible to bulk change the values in this "Resolution" field?

Thanks a lot!

Best,

Yichi

Jack Brickey Community Leader Dec 09, 2021

Consider editing the workflow and adding a temporary loop transition from done back into done or whatever you’re done status is. On that transition add a post function to set the resolution. Publish the workflow and then use bulk edit to transition all of the issues in the done status without resolution using this transition.

Hi @Jack Brickey ,

Thanks for your answer! 

Please correct me if I am wrong, for future new issues, they will transit via the post-function - updating Resolution field and then be resolved? In this manner, I assume they will no longer displayed in the report as in progress?

Best regards,

Yichi

Jack Brickey Community Leader Dec 09, 2021

Assuming that your transitions to the Dan status from any other status have a post function to set the resolution then yes.

Like Yichi Zhang likes this

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