Resolution for tickets with Statuscategory = In progress

[Madhu Reddy]

Hello,

We have added Resolution field to Transition screen. As we add Resolution field to transition screen it is automatically made as mandatory field ( usual behavior ).

We have selected resolution while changing the status and still the resolution is not reflected in the tickets. Is this the known behavior  ?

Can we set resolution for In Progress state(status Category) tickets ?

Thanks in Advance

Madhu

[John Funk]

Do you have the actual screen the user sees? This is apparently just the administrator view. 

[Madhu Reddy]

Hi @John Funk 

Attached the screenshot of my transition screen. 

[John Funk]

Can you share a screenshot of your transition screen? 

[Madhu Reddy]

hi @John Funk Firstly, Thanks for the response.

Yes, The resolution field is on the transition screen and I put a value and processed the screen, and the Resolution field is not updated. 

[John Funk]

Hi Madhu,

You should not be setting the Resolution for In Progress category tickets - in my opinion. You can, but that isn't good practice. 

So, you are saying that the Resolution field is on the transition screen, and you put a value in the field and process the screen, but it does not update the Resolution field?