Resolution field in Service Desk required when editing issue

When editing an issue in service desk, a change cannot be applied without setting a resolution.

If the resolution field is removed from the edit issue screen, then the agent cannot set the resolution from the main work screen.

Any suggestions? Tried to at least make resolutions automatic through automation on status change, but that doesn't work either (either because resolution change isn't a permitted action, or it needs to be active on the edit issue screen, which brings us back to the problem that an issue can't be edited).

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Accepted answer

Never put the resolution on an edit screen, it should only be used on transition screens (and then only on the "close" type transitions). 

It sounds like you are trying to use the "edit" screen as a transition screen as well - separate them out, have a screen for edit and a screen for resolving/closing issues.

Take a look at the JIRA default workflow which does exactly that - you'll see that it specifically uses a "resolve issue" screen, which is separate to create/view/edit.


Thanks Nic. Transition screens were a new thing for me, as they were hidden away from the normal screen option/pages.

Working well now, cheers. 

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