Why are users no longer prompted with the resolution pop-up when closing issues?

[Linnea Tyni]

In one of our projects in Jira we have, since the start, asked users for a resolution and comment in a pop-up when closing a ticket.

Since April 4th I can no longer find any recent issues with a resolution in any project. 

If I close a ticket I'm no longer prompted with the pop-up, the ticket just closes as unresolved. 

Is this a bug that you are aware of? Is anyone else experiencing the same thing?

[Robert Wen_Cprime_ · Accepted solution]

Hello, @Linnea Tyni ! Welcome to the Atlassian Community!

The pop-up action is controlled in the workflow by a transition screen. Can you check in the transition to close your ticket that a transition screen is defined?  If it's not, it could be that the transition screen got deleted.

Hope this helps

[Tobias C.]

Hi Linnea,

which version of Jira do you use?

Some kind of mysterious. Nothing changed within the workflow of the issue type? Have you checked the audit log?

Cheers
Tobias

[Linnea Tyni]

Hi Tobias,

I'm using Jira v8.22.1

I have narrowed down the problem to the transition between one specific status (In Progress) to the status closed. The resolution screen is missing from that transition. 

I tried copying the transition from another status that is working, but the resolution screen wasn't applied to the copied transition.

I have found issues from February 17th where users successfully resolved tickets between status In Progress to Closed. So something happened around that time..