I need to resolve Help Desk issues after they have been set to done.

[Jason Weddell]

I have 171 issues all completed, but JIRA thinks they're unresolved. Reading community articles, there is supposed to be a resolution field I can set, but I do not have that field, nor can I add it to my screen.

I have edited the workflow for my project to transition to resolved for future issues. I just need to be able to change the existing Done issues to Resolved.

[Trudy Claspill · Accepted solution]

If your workflow allows it you can transition the issues from Done to Done, or from Done to a not-done status, and then back to Done.

[Jason Weddell]

I've applied the Post Function to all transitions to Done and added a Done-to-Done loop. I performed a bulk-change that seems to have resolved the issue. Thanks!

[Mikael Sandberg]

Another option besides of what @Trudy Claspill is suggestion is to use an automation to bulk set the resolution for the issues that are already in done. Create a scheduled automation and set the JQL to one that select all those 177 requests, and use the edit action to set the Resolution. Once you published the automation you have the option to run it, and you can then disable the automation.

Also make sure that your workflow is either setting the resolution for you when moving to Done, or associate the transition to done with a screen that has the resolution on it.

[Trudy Claspill]

This way is better than my suggestion. :-)

[Jason Weddell]

My JQL is amateur at best. However, adding the POST Function to my workflow transitions then performing a bulk process has resolved that.

[Mikael Sandberg]

The JQL is simple:

status = Done AND Resolution = Unresolved

Since you are running the automation in a single project you can leave that out in the scheduled rule.