Seeking suggestions for the 'Resolution' status field outside the current default options

[Lance Waldrop]

Hi All,

We're currently using the default options for the Resolution field in our customer facing service desk.

Current options:

• Done-Work has been completed on this issue.
• Won't Do-This issue won't be actioned.
• Duplicate-The problem is a duplicate of an existing issue.
• Declined-This issue was not approved.
• Cannot Reproduce-All attempts at reproducing this issue failed, or not enough information was available to reproduce the issue. Reading the code produces no clues as to why this behavior would occur. If more information appears later, please reopen the issue.

We have a status 'Pending Customer Response' as an intermediary status before moving to 'Done' (whether manual or automation) that we set a resolution on. However the resolution options we currently have don't really fit, and might cause confusion with customers if they see 'Done' next to 'Pending Customer Response'.

Interested in hearing what others in the community have done/are doing.

[Marc - Devoteam]

Hi @Lance Waldrop 

I usually change the ootb workflow and use a status "Resolved" and a status "Closed"

On the portal I provide a reopen option fro the customer, that will transition the issue from Resolved to status Reopened.

In addition to this I have an automation rule that scheduled checks ( 1 once a day) based on a JQL, if issues in status Resolved haven't been updated for 5 days and then the issue transitions to status Closed

In my opinion if an agent handles an issue the resolution is set to Done or other that complies for this issue.

Then the customer has the option to reopen the issue via the portal or email (automation rule required, to have this also execute the reopen transition).

Otherwise the issue is Closed via automation with no change to the resolution.