Does anyone know how to mark a ticket as fully closed?

[Jack Charnley]

I have created a workflow within JIRA and have a 'closed' option which marks as 'Done' in the workflow however when the task is moved to closed, it doesn't disappear and stays on the board. I have looked in categories and can only change it to 'To Do', 'In Progress' & 'Done' there isn't an option to fully close out the ticket.

Any help would be appreciated! 

Thanks! 

Jack :)

[Joe Pitt · Accepted solution]

The resolution field must have a value. 

[Jack Charnley]

Hi Joe,

Apologies, but I am unsure what you mean by this. Please can you advise?

Thank you,

Jack

[Joe Pitt]

In addition to being in the far right, the resolution field must have a value. When you move the issue to closed/done you need to either present a screen where the user can select the resolution reason from the select menu or have a post function that fills in the resolution field. The 'unresolved' shown means the field is NULL in the database, it isn't a value in the field. 

[Jack Charnley]

Oh yes I know what you mean! so how do I make the screen appear at closure to input the resolution, would you happen to know?

thank you! 

[Joe Pitt]

You need to modify the workflow. A Jira admin can do that. 

https://confluence.atlassian.com/jirakb/add-a-custom-field-to-transition-screen-718834736.html 

[Jack Charnley]

Hi Joe, Thank you! 

So I have managed to do the above and now have a closing transition however the ticket is still showing in 'open tickets' were I thought it would then close and disappear.

thank you,

Jack

[Joe Pitt]

Is the issue showing a resolution value AND in the Done column, which should be the last column on the right?

[Jack Charnley]

No, it's still showing Unresolved and Done.

What am I doing wrong! :/ 

[Joe Pitt]

Please post a screenshot of the issue details and the columns

[Jack Charnley]

Hi Joe, see attached.

thank you,

Jack

[Jack Charnley]

[Joe Pitt]

I see a couple problems. First Status is Resolved which you may be confusing it with the resolution field. The Resolution field shows Unresolved.  Out of the box Unresolved means the field in the database is NULL. This means your issue isn't actually resolved. You need the transition going to Done to use a transition screen to present the Resolution field so the user can select a reason from the select list OR use a post function in the transition to set the resolution field to a value from the select list. 

[Jack Charnley]

Hi @Joe Pitt 

Thank you so much for this, I have now sorted and all works perfect!  

Thanks again,

Jack :)

[Dave Mathijs]

HI @Jack Charnley 

Are you working in a company-managed or team-managed project?

Do you use a kanban or scrum board?

Is the status of the issue (Closed) in the utmost right column of your board?

Is 'Done' the resolution of your issue?

[Jack Charnley]

Hi @Dave Mathijs 

So, I believe we are working in a company managed project but I do have full admin rights within Jira.

In relation to the board, we just use the queues option so we don't use any board as such.

In the far right the status category is 'Done' on the closed tickets, and yes the resolution is 'Done' 

it worked absolutely fine with the default workflow so we would mark something as resolved and the ticket would close, but then as soon as I made my own it doesn't like it. I initially just had 'Resolved' as the final step but this didn't close it so I then amended to include a closed option after resolved thinking it would auto close once we hit resolved however no such luck.

Thank you,

Jack

[Dave Mathijs]

@Jack Charnley Are you able to share a screenshot of your workflow and can you also tell me whether a resolution is set via a post function or via the resolution field on a transition screen?

[Jack Charnley]

Hi Dave, 

So I didn't have a resolution on a transition however now I do and the ticket is resolving, but it's still showing in 'open tickets' so it's not fully closing and disappearing as I imagined it would.

thank you,

Jack

[Dave Mathijs]

Please share a screenshot of the issue you're experiencing. Is in in an issue search, a filter, a board or a dashboard?