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Unable to update the "Resolved" status

I am trying to add update "Resolved" status as a post function in my workflow, for tickets that have been closed. However when I go to the "Add Post Function" page, select update issue field and select "Resolution", I am unable to select "Resolved" or "Unresolved", as they do not appear in the drop-down list. There do appear to be several custom entries, but I know that the resolved and unresolved status are used on other projects.

Is this intended functionality? Or is it likely some settings have been altered on this field by an admin or something?

1 answer

0 votes
Joe Pitt Community Leader Nov 04, 2019

Unresolved only shows when the database cell is NULL. It can't be set. only going through a transition that has a post function the CLEARS the resolve field will set it back to NULL. The list will have the values in the resolved select list. 

But currently, all my Resolution fields read "Unresolved" (still fine-tuning my workflow). I only want the resolution to change at this stage, to make the Dashboard and Confluence widgets, and several filters, work better. Doesnt this mean that it is already always set to NULL? I dont want the team members to be able to select a resolution here - I would like it to be automatic, so this project only will use Resolved and Unresolved.

I also see now I do not have the option to select "Clear Field" as a post function. Is this normal for the current Cloud version?

Joe Pitt Community Leader Nov 04, 2019

I only user server so I don't know about cloud. Is it a new gen project? I've seen other posts about new gen projects not allowing users to set the resolution in the transition to done

Im not exactly sure if its new gen or not, how can I find out?

For a classic/server project, you use the "update field" post-function to clear the resolution.  When you select "resolution"  you'll find the first option in the drop-down list of possible values is "none".  When you save the new post function, it will show as "the resolution will be cleared", rather than "resolution will be set to none" - I think this looks a bit inconsistent to us!

Next-gen projects do not expose the workflow though, they should set resolution for you behind-the-scenes.  When you are looking at a Next-gen project, you should be seeing "this is a next gen project" towards the bottom left of the admin screens (in a light-ish grey, and very small, and hence easy to miss)

Like Jan_Dan likes this

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