Next Gen project - How do I set resolution?

[Charles Christiansen]

I am in a next-gen project and wanted to create a queue based on issue resolution date (basically list every ticket resolved this month). I set up the queue but was getting no results. It turned out that setting an issue to Done doesn't set the resolution of the issue (all of my issues with statusCategory = Done are showing "Unresolved"). In reading through other posts, it sounded like I would have to add that to the workflow manually, but when I went into the workflow to do that, there's no obvious way to do it. How do I set an issue resolution in a next-gen project?

Alternately, if it's not possible to set a resolution, is there a way to get the date that an issue was transitioned to Done? Pretty much any way to get some kind of completion date that I can use as a filter in a queue is what I need.

[Angélica Luz · Accepted solution]

Hello Charles,

Thank you for reaching out to Atlassian Community!

When using a Service Desk next-gen project, currently, it's not possible to set a resolution.

A while ago, I created a feature request suggesting this, but it was closed, please check the comment from our Product manager on the ticket:

Ability to add a resolution on tickets when using JSD next-gen

Hello,

My name is Christophe Capel, I’m a Product Manager working on simplifying Jira Service Desk’s project configuration.

In Jira Service Desk next-gen we've decided to focus on using status categories so that when a request is done, it's done. There is no resolution in Jira Service Desk next-gen out of the box (which differs from Classic).

If your organization requires a resolution to be set for a specific workflow when the request gets done, you can easily create a resolution field for the specific request type using a custom dropdown field.  You can either mark it as required or not. If you mark it as required, you will need to set a default value, e.g. unresolved.

Now, there is a new feature, please add your vote and watch to receive updates:

• Allow adding value to the "Resolution" field on JSD next gen issues.

With that said, I'm afraid that it won't be possible to create a queue to show when a ticket was closed because the field that would show this it's the "Resolved" that is based on the resolution.

As a workaround, you can use a report adding series with the Done, Resolved, or any other status that means that the ticket is completed.

Regards,
Angélica

[Charles Christiansen]

Thanks Angélica. It's disappointing that Resolution is not able to be set, but this workaround will get me what I need even though I need to create a separate report for each agent.