Resolution I am not seeing Post functions to add Resoltuions

[Trena Norcia]

I would like to add resolutions (won't fix, issue fixed ) to resolving SD tickets.

Can you send me a document to do this?  I thought it was by adding post functions, but I do not see the option.

In the workflow (in edit mode) I do not see a post function when selecting status or transitions:

I have the apps:

[Jack Brickey]

If you select the transition to Cancelled or Completed do you see a modal pop up on the right?

[Trena Norcia]

Yes, and I added the resolutions that are in my version:
Won't Do
Done
Cannot Reproduce
Duplicate 

each as a post function, wanting when transitioning from QA Review to Resolved that a Resolution reason is required:

But, when I resolve the issue, I am not required to list the reason. 
 

[Jack Brickey]

I'm a bit confused what do you mean by the reason. Do you mean that you want to allow the person transitioning the issue to select which value they want or do you mean you want them to add a comment as to why they are transitioning the issue? To be clear use post function has a method of setting a single value into the resolution. If you want to present a screen that allows the user to select the desired value then you want to create a screen exposing the resolution field and you want to associate the screen to the specific transition.

I hope this is making sense and you can convey what your ultimate goal is so I can help further.

[Trena Norcia]

Sorry for the confusion, I see what you are saying.  I used Jira where I was employed prior to this position and when we resolved a ticket it popped up requiring a selection of reason or resolution statuses as in 
Won't fix
No work
Duplicate
  and several others

Can you help me create this same process?  I have searched for documentation but keep running into a dead end where I have not completed the process. Are there steps for this?  Is there a user guide for JIRA I could use as a reference to gain better knowledge of issues I am experiencing? 

[Jack Brickey]

Basically the steps are:

• create a ‘resolution’ screen that has the Resolution field on it - defining-a-screen 
• add the screen to the transition to any done statuses. In the workflow double-click the transition to edit it. There is a “Screen” field. Select your new screen in field.
• for any ‘re-open’ transitions be sure to add a post function to clear the Resolution field. This ensures you don’t have an issue showing in progress with a resolution applied.
• publish the workflow.
• test

[Trena Norcia]

1. I have created the Resolution Screen with the Resolution Field

2. Added Resolution Screen at transition to Resolve (from any status)

3. Setting the Post function at the reopen to clear the field:  There is no resolution field?

I still do not understand how I will be able to select the resolution reason:

It is now bringing up the resolution screen and wants a comment ?  I wanted to choose why I am resolving  as shown above?

Jack thank you for taking time to work with me on this, I apologize for the lack of knowledge.  I really need to get this in place so that anytime a SD issue is resolved it is not resolved without choosing the correct resolution (reason)

[Jack Brickey]

It is hard for me to troubleshoot this TBH without seeing it. 

Regarding not seeing the Resolution field option in the screen when you resolve an issue my thoughts are that either:

• you did not publish the workflow after making changes
• you edited a workflow that is not associated with the issue being used for testing

did you also add a Field required Validator for Resolution to the transition? If you do so and attempt to resolve an issue without providing the resolution then it will throw an error and prevent the transition. The reason I am interested in this is that it would allow you to better troubleshoot.

[Trena Norcia]

Let me try and explain better:
I need when attempting to Resolve an SD ticket  that you must chose why it is being resolved as in

example once selecting won't do then the issue can be moved to resolved.

What I have in place is a resolution screen, so when you selected resolved this screen pops up wanting a comment either customer or internal, then select resolve.

Can you help me with steps to correct to what we need?

Thank you again for your support with this need.

[Jack Brickey]

Trina, I know precisely what you are asking for and what I am trying to assist you with. Please follow my last post and respond.

Fundamentally if you have the right screen on the right transition associated with the issue that you are actually transitioning then the resolution code should appear for the user to enter the value. Please note that I suggested that you add a validator to require the agent to fill in the resolution. If you do that and then transition the issue and your current screen appears you should still get an error message requiring them to enter the resolution even if they don’t see the resolution on the screen. My goal here is to verify that you indeed have the right transition that you’re exercising.

[Jack Brickey]

Trina, you might find this article helpful too - best-practices-on-using-the-resolution-field 

[Trena Norcia]

Thank you maybe if I can clean up the mistakes I have made then I can do this correctly.
Let me share with you what I have in place:
This is the workflow and resolved can happen from any status (this may be why I am not setting it up correctly)  I do need to be able to resolve from any status: - that is where I have added the validator.

I have the validator in place:

I have the resolutions screen added: 

Could my issue be here with the screen set up?

when selecting status Resolved this screen pops up:

 yes, I apparently do not have the transition or screen added correctly, I do not receive an error.

Thank you for your patience and support with this and the other issues you have assisted me with.  I know enough to be dangerous but hope to be a Jira pro after all my courses and work with our site. :) 

[Jack Brickey]

Thanks for the additional information. So again I come back to two possibilities:

1. Either the screen that you have associated to the transition is not the resolution screen that you want or,
2. The issue type for the issue that you are testing with is not associated to the workflow that you edited to have the new resolution screen or,
3. You have not published your workflow

to check out number one - Please edit the workflow again click on the transition verify the screen name associated with the transition and verify that that screen is in fact the one that you want that has the resolution. Another thing you could do is add some other fields to that screen just as a matter of testing to see if any of the other fields show up when you transition. 

to check out number two - verify the issue type associated with the issue you’re testing out. Then verify that the workflow that you edited and included the transition screen is indeed the same issue type for the one you’re testing. Remember the issue types are associated to workflows. It may be that you have multiple workflows and the one you edited is not associated with the issue that you’re testing.

to verify number three - Edit the workflow check that indeed the transition screen is associated to the all transition into resolved. Then click the publish button at the top.

[Trena Norcia]

In my attempt to follow your steps:

1. Resolution Screen is correct I added environment and it appears.  I think this might be my issue?  Why am I seeing comment I did not put comment to appear ?  I selected the resolution field?


2. I have all Service Issues going to the flow I edited:

3. This where I added the screen and the validator.


I am at a loss?

[Jack Brickey]

Ok. Great work. So the customer comment will always be included in the screen. But it is very odd that Resolution isn’t included and Environment is. To satisfy my curiosity can you do the following:

1. go to admin > Issues > custom fields
2. in the search enter “resolution”
3. Did anything show up? share results 

[Trena Norcia]

Resolution does not appear in custom fields?   Ugh... lol

[Jack Brickey]

No that is actually good. If you did find resolution there it would mean someone created a custom field with the same name as the system field, which is not a good thing.

however at this point I’m at a loss as to why you would not see the resolution field in the transition screen. Without actually seeing it firsthand I’m unsure where to send you next except to suggest contacting Atlassian support directly.

[Trena Norcia]

Thank you for all your efforts.  I will reach out to Atlassian Support I will post the results here for future issues/needs.