cant create any new tickets, says "The selected resolution is invalid."

hob March 11, 2020

In our org, everyone can create tickets, except me.


When I try to create a new task, it fails with "The selected resolution is invalid."


There is a resolution dropdown which is mandetory (has a red * next to it).   Currently I havent selected anything, because its a new ticket - its not resolved!  options in the dropdown are things like "done" "wont fix" etc. 


How do I create a ticket without a resolution?

1 answer

1 accepted

1 vote
Answer accepted
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
March 11, 2020

Hi @hob,

Resolution is the system field which will become mandatory by default in all screens it's been added and it's not a good practice to have it in Create and Edit screen

And if the filed is available in screen it can't be made as optional one and you can't process the ticket without filling value 

 To fix this, resolution field should be removed from Create and Edit screen

you can have a transition screen on final state transitions to set resolution or post-function to set on final status




hob March 11, 2020

Thanks. So our org has set it up wrongly. This is a shame. They will never fix it.

Suggest an answer

Log in or Sign up to answer