Drop down next to status in a ticket?
Next to the status field in a ticket we have another with a dropdown. I am unsure where this is configured. Any help would be appreciated. See attached. Thank you
2 answers
Hello @Dave Hattig
That is the Resolution field.
The Resolution field is a field for giving additional context to the Closed/Done/Completed (i.e. green colored) issue Statuses. For example the Status may be "Closed", while the Resolution field could be "Fixed" or "Cancelled" or "Won't Do".
When the Resolution field is set to ANY VALUE (regardless of the actual text of the value) there is built-in functionality in Jira that will consider the issue "Resolved". One example is the Created vs. Resolved report. That report looks only to see if the Resolution field has a value. It doesn't care what the value is, and it ignores the value of the Status field. When a value has been selected for the field you will see the green checkmark to the left of the field. This is another indicator that the issue is "resolved" from Jira's perspective.
When the Resolution field is made available on a screen the user is ALWAYS required to select a value. The field CANNOT be left empty when it is on a screen. Since any value in the field indicates the issue is "resolved" regardless of the actual Status (see previous paragraph), this field should NEVER be added to the Create or Edit screens for an issue. If it is on the Create or Edit screens users will be required to select a value for it.
The fact that the field is appearing as a drop down in your screen image indicates that it has been added to the Edit screen, because you have the ability to edit it (pull down the field). If it was not on the Edit screen it would show just the value of the field, or be blank when no value is present.
The Resolution field should be included only on a screen used in a Workflow Transition to a green-colored (i.e. Done) status, and only if you want to allow the user to select the value at that time. If you want to force the Resolution field to be a specific value (not letting the user choose the value) then you can use a Post Function on the Workflow transition instead. And in either case, if you allow issue to move backwards in your workflow (from a green-colored status to any other non-green status) each of those transitions should have a Post Function to clear the Resolution field. Examples of setting and clearing the field in a Post Function:
So, based on your screen image at this point that specific issue is "resolved" from Jira's perspective.
You need to remove the Resolution field from the Edit and Create screens for your issues.
You need to update your workflow transitions to clear the Resolution field on transitions to non-green statuses.
You can create a new screen that has only the Resolution field on it, and attach that screen to the workflow transitions to green statuses if you want to allow user to select the resolution value. If you do that, make sure the transitions don't include the post function for setting the Resolution, as that will override what the user selects.
And you will need to go through a process to remove the Resolution values that have already been set from all the issues that are in non-green statuses. Note, as stated in previous paragraphs, you can't do that by trying to clear the value from the field in the UI. There are other methods that have to be used to clear the field. One would be to transition the issue to another non-green status after you have updated the workflows to include transition post functions that clear the field.
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