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Resolution filter isnt working in the portal Edited

Hi I have an issue at the moment where the resolution statuses are incorrectly showing within the portal 

I have checked the post function in the workflow and this is set up correctly , Im unsure as to what else this could be linked to ?
screenshot-servicedesk.zaizi.com-2021.04.19-17_26_13.png

screenshot-servicedesk.zaizi.com-2021.04.19-17_27_49.png

1 answer

1 accepted

Hi,

What does it mean 'incorrectly showing'? Could you attach your workflow and status mapping from the Request Form?

Hi Thank you for your quick response 

Im unsure how I find if Im using cloud or server any tips?.

I have attached a screen shot some issues are set to closed resolution but in the workflows are correct ?

screenshot-servicedesk.zaizi.com-2021.04.19-17_27_49.pngscreenshot-servicedesk.zaizi.com-2021.04.19-17_34_38.png

Ok, I see that you use server. Could you please share the screen from workflow? Click View Workflow. Also screen from Status mapping under request form will be useful.

screenshot-servicedesk.zaizi.com-2021.04.19-20_06_36.pngscreenshot-servicedesk.zaizi.com-2021.04.19-20_15_08.png

 

You might have to direct me to the status mapping but thats what I have so far .:)

I found two tickets about your case: 

https://jira.atlassian.com/browse/JSDSERVER-3254

https://jira.atlassian.com/browse/JSDSERVER-1327

You can vote on these tickets but I'm not sure if Atlassian fixes it soon.

What can I recommend you it's removing a post function about Resolution from Transition: Awaiting approval. The best practice is that Resolution should be set when the ticket is on the status from "Done" category (a green label).

I'm not sure what it's the impact on your company if you make this change, so please be careful.

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