Resolution drop-down selection once ticket is closed

[Raju]

Hello community,

We have resolution field which have three options example won't fix ,resolved,fixed.

If I select won't fix and close the ticket resolution must be won't fix but my instance it showing unresolved can you please help me out 

[Daniel Ebers · Accepted solution]

Hi @Raju

being unsure if all is sorted out or the trouble with resolution is still persisting - could you please probably provide a screenshot of the transition screen where the resolution is set, the issue after the transition (the part the resolution should be displayed) and also the specific workflow postfunction?

This should give a clue what is still missing (in case all is working, just ignore my last post).

Cheers,
Daniel

[Melo · Accepted solution]

Hi Harish,

As mentioned this could be a post function clearing the field.

The easiest way of confirming it is checking your issue history, if it shows the resolution was set to "won't fix" and after cleared then it's definitely it.

This is how the clear resolution is usually configured, but in your case it may be in the wrong workflow transition. 

https://confluence.atlassian.com/jirakb/clear-the-resolution-field-when-an-issue-is-reopened-in-jira-server-648381467.html

I hope that helps.

Cheers,

Melo 

[Raju]

• Hi Melo,
• Thanks for your reply

The problem is not with the workflow transitions. The resolution field is there in pop screen and there is a three options if we select one of them that would be the display on the view screen 

[Jack Brickey · Accepted solution]

if you are setting this when transitioning to closed and yet it shows unresolved post transition then I would look at your workflow and inspect the post functions on the transition to closed. see if there is a post function clearing the field.

[Jack Brickey]

@Raju , you have accepted answers here but unsure if your issue is in fact resolved. If not please deselect the acceptance. Did you check the post functions on the transition(s) to closed?

as I understand it you are saying that you select a resolution when transitioning to closed however when you go an look at the now closed issue the resolution is unresolved. So either a Post Function or Automation rule is clearing the resolution after the user set it during the transition.

please let me know if this is not clear.