Marking a new status as "Resolved"

[Michael Chen]

Hi there.  I am using Service Desk and am fairly new to administering it so apologies in advance for a stupid question.  In my workflow, I created a status called "Pending User Signoff" that is mapped to Done (ie. it's green).  It is to be used for when an incident is resolved but we want the user/client to sign off that is well.  In a perfect world, the clock stops and it would set the resolution date/time to make checking SLAs easier.  Previously, they were left in Waiting on Customer.  Is there a way for me to have the resolution date set when a ticket is set to Pending User Signoff state?

[Fabio Racobaldo _Catworkx_ · Accepted solution]

Hi @Michael Chen ,

welcome to the Atlassian community!

In order to have resolution date valued, you need to set Resolution field first. You have two option to do that through workflow:

• add Resolution to screen for transition to "Pending User Signoff"
• add post function, "Update Issue Field" in the transition to "Pending User Signoff" with a preset value

Hope this helps,

Fabio

[Michael Chen]

Thanks Fabio!

[Michael Chen]

So let's say the client comes back and doesn't sign off and wants to put the ticket back in "Work in progress".  But since it is linked to Done, it doesn't show up in the filter of Open/In Progress/Unresolved.  Is there a way to "unresolve" it if it gets put back to Work in progress?

[Fabio Racobaldo _Catworkx_]

Yes, you can do that. Use "Update Issue Field" post function using None as value ;)