Ticket Resolution Status

Kuben Moodliar Jun 20, 2017

Is there a way to update the Resolution status of a Ticket from "Done" Status to "In Progress" when a ticket is moved backwards in the flow from "Done" to "In Progress" or to any other In Progress statuses?

Note: To facilitate the update of the Resolution status through the normal flow of the ticket from "To Do" to "In Progress" and "Done", we added a Post Condition to all the "In Progress" statuses on the Workflow.

The following post condition was added and moved to position number two on the list of Post Conditions:

The contents of the field Resolution will be purged.

1 answer

0 vote

Nic Brough [Adaptavist] Community Champion Jun 21, 2017

Please do not say "resolution status", it's confusing and misleading, because Resolution and Status are two separate things, and we can't tell which one you mean in the right context.

Resolution is a field that tells us that an issue is "closed", and tells us why it's to be seen as closed. Status is an indicator of where your issue is in the process.

I suspect you are asking about setting the resolution automatically as the issue moves through the workflow, but I can't be sure of that. Could you explain further?

You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.

Comment

Kuben Moodliar Jun 22, 2017

Hi Nic, Thank for taking the time to reply.

Apologies for the confusion. Let me rephrase.

a. When a Ticket is moved into the "Done" Status and the Resolve Screen pop-up is presented, we select the relevant Field Value (Done, Duplicate, Won't Do, etc). How do we align the selected field value to what is presented on the Ticket. Currently irrespective of the field value chosen, the Ticket dispays "Done" in the Resolution field.

b. Is there a way to reset the Resolution field to "Unresolved" should a Ticket be moved from "Done" to "In Progress".

Kind Regards

You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.

Comment

Nic Brough [Adaptavist] Community Champion Jun 22, 2017

Thanks, that's very clear now.

a) You have a post-function on the transition that takes the issue into "done". This is setting the resolution to "done" and overriding what the user selected. Remove it

b) Opposite answer to a - you need to add a post-function to any transtions from "done" to any in-progress or to-do status. Use the "set issue field" one, select resolution, and set it to "none" at the top of the list - this clears the field, making JIRA show the resolution as "unresolved"