Unresolved to Resolved

[Frank]

Hello all, i am in a bind.

i made a workflow but the Closed state i created does not resolve the ticket. i have tried to search for the sollution but i cannot find it in a clear way to make it happen:

https://community.atlassian.com/forums/Jira-Service-Management/Resolved-Unresolved-vs-Closed-Reporting/qaq-p/1717450

here it was going but i could not find the sollution to it.

if you want to see our workflow here it is:

even if i select the transition to closing i cannot find it.

any help would be wonderfull

[Florian Bonniec · Accepted solution]

Hi @Frank 

You need to set a Resolution when you close/resolve your issue. You can add a resolution by setting one in a post function in the transition that leads to your final status. You can also add a screen in that transition that display the resolution field.

Regards

[Frank]

And how would i do that? i do not see a field for resolution

[Frank]

[Manoj Gangwar]

Hi @Frank 

Go to your workflow, then edit the workflow, click on the resolved transition, then add a post function to update the Resolution field.

For existing tickets, you can add the Resolution field on the edit issue screen and manually set the Resolution on the existing tickets.

[Florian Bonniec]

It's configuration, so you need to be project admin or jira admin depending on the type of project or if workflows are shared or not.

https://support.atlassian.com/jira-cloud-administration/docs/edit-an-issue-workflow/

[Frank]

can you show me how to do it (maybe just a screen with how to do it) as i can't find in the  workflow editor anywayto resolve and the link does realy help as i find in confusing.

[Florian Bonniec]

From the project settings, you need to go in Workflow section on the left navigation bar.

Then Edit Workflow, select the one associated with the issue type you need to update the workflow for.

Then add a post-function

Select Update Issue Field

Regards

[Frank]

That was really helpfull, i am the global admin and the agent for my project, but i don't see the option:

[Florian Bonniec]

You may have to reach out to your JIRA product admin to configure the workflow properly. 

[Frank]

i am the product admin so i cannot ask someone else.

[Frank]

sorry if i am a bit rude, i am implementing jira service management for 2 months now and i am learning as we go atm.

[Frank]

alright i found it. an did what you have shown me but now how do i linked it to my project?

[Florian Bonniec]

If you updated the workflow, you just need to published it. If it's a new workflow you created, you need to associate it in the workflow scheme.

https://support.atlassian.com/jira-cloud-administration/docs/manage-issue-workflows/

Regards

[Frank]

hello thank you for the information, i think the hardest part is to find the right section as a team managed site, i am reading in to it atm.