Ticket resolving

[ericamlie]

How do I resolve a ticket?  The function doesn't seem to be there.

[ericamlie]

Found my answer

[Michael Andolfatto]

Hey @ericamlie ,

A ticket can either be Unresolved or Resolved (with specific resolutions such as Done/Won't Do/Duplicate/etc) When any of those resolutions are set, Jira will consider the issue "finished".

On out of the box workflows, you just need to transition the issue to a status in green, such as Closed or Done, and Jira will either automatically set the resolution for you, or provide you with a list of resolutions to select from.

If you have created your own workflow, you need to add a way for users to choose a resolution. Otherwise they will potentially change the issue to a status you made called Done without actually resolving it.

You can either click on the transition in the workflow designer, and set the screen to the "Issue Resolved Screen" which will prompt users to choose their resolution, or you can click a transition and click Post Functions > Add a Post Function > Update Issue Field > Resolution > (desired resolution) so that it automatically sets it.

You can create resolutions for your users to select in the Resolutions section of Jira Admin.

Documentation for the above:

https://confluence.atlassian.com/jirakb/mapping-a-screen-to-a-workflow-transition-720634253.html

https://confluence.atlassian.com/adminjiracloud/advanced-workflow-configuration-776636620.html

https://confluence.atlassian.com/adminjiracloud/configuring-statuses-resolutions-and-priorities-776636333.html

[Thiago Ribeiro [Adaptavist]]

If you do not see the Close or Resolve options it is either because you do not have enough permissions or it has not being made available.

Check out the following page:

Configuring request types and workflows