Resolution does not change to Resolved - even after Status is Done

[cedarit]

This is on the OnDemand of Jira.

Even after changing the status of Issues on Jira to 'Done', the Resolution remains 'Unresolved'.

And there are no options to turn the resolution to 'Resolved'

[Joe Pitt · Accepted solution]

It sounds like whoever setup the workflow didn't put in a transtion screen where you would set the resolution. Because the resolution field is always required it should only be presented during a transition. Another option would be to set it to a predetermined value with a post function behind the scenes during a transition.

[cedarit]

I chose the default workflow. I have not used JIRA before . So I have accepted the defaults.
Interestingly, 4 out of 21 issues were marked as as "Resolved", while remaining remained unresolved even after status changed to "Done".
This is the screenshot of my workflow:

[Udo Brand]

Does the default workflow have a status Done? Or do you mean the status Closed?

[Dave]

Joe is correct, generally what you would want to do is either include the Resolution on the transition screen, or use a post action on that transition to set the resolution; by default this is not done.

Just a note on this; any value in the resolution field (even if it's "THIS ISSUE IS DEFINITELY NOT RESOLVED") indicates that the issue has a resolution, and is therefore resolved, so will show as resolved on gadgets and show up with a strike through the issue key to indicate it is resolved.

[cedarit]

The default workflow:

[Udo Brand]

No doubt Joe is correct (I upvoted him).

As I suspected there are several transitions to Done status. So I think there is a post function setting the resolution to resolved (I guess from in progress to done) but now post functions from To Do to Done.

You can check that with following query

status was not in "IN PROGRESS" and resolution is empty

that query should show you all the unresolved issues (if I'm correct)

So in order to have always a resolution set you would need to follow Joes advice for all the other remaining transitions to Done as well.

[Shaun Wickramaratne]

You can fix this issue with one simple step.

Steps are:

Go to particular work flow in edit mood

Select the transition you are having issue <just one click on it>

Then you should be able to see the Options section display on the right hand side with five option names

Click on the last one which is 'post Functions'

Then click on the "Add post function" button on the right corner

On the next page select the last radio button option which is <Update Issue Field>

Click Add button after select above radio button

Then on the next page select relevant names from two drop menus, ex: from first menu, select Resolution, from second menu, select fixed.

Task done. Good luck

[Ashley Schuster]

This helped me today. Thank you Shaun!

[Mick Lang]

I think this only resolves the issue for jira tasks that have not already transitioned to done.  After making this change any task that transitions to Done will be marked as resolved.  But what about tasks that are already transitioned to done?  How do you get the tasks that are already Done to be marked as resolved?  It doesn't seem possible to transition from "Done" to another status so its not possible to use a transition to update "Done" tasks.

[Nic Brough -Adaptavist-]

Your workflow sounds like it doesn't have a transition out of "done" - you could add one and re-open and then re-close, or even add one which loops back to done and sets the resolution

A riskier option - wait until the users are offline, then add the resolution to the "edit" screen, use bulk edit to set it, then remove the resolution again.  Be very very careful to remove the resolution field from the edit screen, or your data will start to go wrong.

Or use ScriptRunner - it's got a canned script for "correct resolution on broken issues"

[Robert]

Shaun Wickramaratne

Thank you for help

[Sinead_Barry]

thank you shaun. a step by step guide is so so helpful. so often I leave these boards scratching my head more than when I came in because I am given a solution with no idea where to start at implementing it!

Thank you 

[cedarit]

For the records...

For a beginner this will be helpful: https://confluence.atlassian.com/display/JIRA/Configuring+Workflow#ConfiguringWorkflow-Addingatransition

Go to "Setting the Resolution Field"...

"

Setting the Resolution field

Within JIRA an issue is determined to be Open or Closed based on the value of its Resolution field — not its Status field.

• An issue is determined to be Open if its Resolution field has not been set.
• An issue is determined to be Closed if its Resolution field has a value (e.g. Fixed, Cannot Reproduce).

This is true regardless of the current value of the issue's Status field (Open, In Progress, etc).

Therefore, if you need your workflow to force an issue to be Open or Closed, you will need to set the issue's Resolution field during a transition. There are two ways to do this:

• Set the Resolution field automatically via a post function.
• Prompt the user to choose a Resolution via a screen. See Working in text mode for details on this."

HTH

[cedarit]

In continuation to what Joe has said, I would like to direct all begnners to the Adminstrator Guide.

Ofcourse JIRA is not subscribe and start in all cases. Thank everyone.

[Aaron Geister]

Try editing the workflow transition lines. If you go to the resolved tab in the workflow diagram you wish to edit or change. I have had to select the line from resolved to closed and put a transition in there. when you select the line the hit EDIT. When the window opens the options. select a transition in the drop down. You can add description for that transition if you wish also. Just need to make sure that it shows a resolved transition and this should fix the problem. Then you will need to save it by publishing the draft. It will not take affect on the older tickets but you can move those tickets to a different type of ticket and then should be able to resolve them in the transition from beginning of the process. These are the step i took to resolve my same issue. Hope it helps 

[Nadia Kotys]

Hello All,

Our company is using Jira Cloud new issue view. The Resolution screen was missed when setting up workflows so I've added that into the transitions and is working fine now. Team members are able to select a resolution type and can be considered as officially done in Jira.

I performed a bulk edit on all our "Closed" state issues to update the resolution which worked fine as well.

The issue I'm having is that my Created vs. Resolved gadget and report still do not reflect any resolved issues. The gadget and the report are only capturing created tickets. Since I've updated all issues and the team is currently using the resolution screen to select resolution type, why is the report and the gadget not updating accordingly?

Any guidance is much appreciated!

[Dave]

We can't see the detail on your transitions, but if it's working the way you expect, I'd say you got it!

[cedarit]

The modified workflow

[cedarit]

I have modified the workflow. I have tried doing what Joe suggested. I hope I am correct. Please see the new workflow screenshot attached. I have tested this workflow and it does what I expect-i.e., making if Resolved if status is changed to Done.

Plus I have also added "Waiting for Customer" ;)

Guess I am learning. Please confirm if did what joe meant.

[the screenshot image is not showing here, I have added it in next comment]

[Alexander Küken]

Hi Pankaj,

did you check if the transition to the Done-state has a post-function configured to set the resolution? If not you have to set the resolution manually if you close a ticket. I am not sure how it is configured in the default workflow.

[Dave]

Pankaj, Joe has provided the correct answer, have you given that a try?

[cedarit]

The default workflow

[rambabu patina]

Hi pankaj May be in jiradb the status was not identified. So if you have jira admin perms then try to run "integrity checker". Before run make sure take the database backup. Hope this is helpful to you. Thanks, Patina

[Nic Brough -Adaptavist-]

That is not right. You don't need a backup to run the integrity checker. The checker won't have any effect on this problem even if the status is wrong because the problem is with the resolution and not the status. Sorry, but I think you've misread the question!

[rambabu patina]

Hi Brough,

Thanks you for correction.

thanks,

Patina