Problem resolving tickets
Asked by Sarah Cristina Bizewski:

We recently migrated our organization, and after migration the resolution of the tickets was lost. We have the "completed" status which is a finalizing status, and this status calls the resolution screen. However, on the resolution screen, even if you set "solved", the ticket remains as "unsolved". What would be the suggestion?


Answers:
author: Andy Heinzer
body: Hi [@Sarah Cristina Bizewski](/t5/user/viewprofilepage/user-id/5530034)

I created a support case on your behalf over in <https://getsupport.atlassian.com/servicedesk/customer/portal/23/JST-1023938>

In the future, as the site-admin of a paid product, you can create a support ticket yourself by going to <https://support.atlassian.com/contact>

The problem here might be in relation to the type of project (team managed vs company managed), but also the possible workflow differences might be a factor. I think it would be best to follow up in the support case so that our support team can take a closer look at the problem here and suggest a means to resolve this.

Thanks

Andy


author: Joseph Chung Yin
body: [@Sarah Cristina Bizewski](/t5/user/viewprofilepage/user-id/5530034) -

You need to evaluate the WF used in your project to determine if it is setting the Resolution field properly. In addition, you may also need to review all the existing Resolution value options for your site.

By default - Resolution value is always controlled via the WF transition into the terminal status.

Hope this helps.

Best, Joseph Chung Yin


author: Dexter de Vera
body: Hi [@Sarah Cristina Bizewski](/t5/user/viewprofilepage/user-id/5530034) ,

Can you check if the resolution screen has a correct resolution field (not a custom field). It should update the resolution of the ticket.

Thank you!

comments: author: Sarah Cristina Bizewski
body: Yes ![Screenshot_39.png](https://community.atlassian.com/t5/image/serverpage/image-id/338615iDD41DE3A9EED4D39/image-size/large?v=v2&px=999 "Screenshot_39.png")


author: Dexter de Vera
body: Can you check the custom field if there is a field named Resolution? Also, can you go to Settings - Issues - Resolutions and screenshot the values available? (If the value solved is there)

It would also help us to check if you can try to resolve a sample ticket, screenshot the ticket itself and its history.


author: Sarah Cristina Bizewski
body: Follow evidence

![Screenshot_43.png](https://community.atlassian.com/t5/image/serverpage/image-id/338624i6239DEDF96547100/image-size/large?v=v2&px=999 "Screenshot_43.png")![Screenshot_42.png](https://community.atlassian.com/t5/image/serverpage/image-id/338625i9FD9C7791735476C/image-size/large?v=v2&px=999 "Screenshot_42.png")![Screenshot_41.png](https://community.atlassian.com/t5/image/serverpage/image-id/338626iDE79C160455D757F/image-size/large?v=v2&px=999 "Screenshot_41.png")![Screenshot_40.png](https://community.atlassian.com/t5/image/serverpage/image-id/338623i22A0A480DFFB70A1/image-size/large?v=v2&px=999 "Screenshot_40.png")


author: Dexter de Vera
body: Based on the ticket history screenshot there is no field updated when moving from Open to Completed status. Are you sure you fill-up the resolution field in the resolution screen when moving to completed status? Can you create a sample ticket today and then see if the resolution screen is shown and required to fill up when completing the ticket? better to try it end to end from creation to completion.


author: Sarah Cristina Bizewski
body: Yes! ):

![Screenshot_44.png](https://community.atlassian.com/t5/image/serverpage/image-id/338633i5D4575858777617A/image-size/large?v=v2&px=999 "Screenshot_44.png")


author: Dexter de Vera
body: Can you try to select a resolution and then complete the issue? let's see if the resolution is still not resolved.


author: Sarah Cristina Bizewski
body: Follow evidence

![Screenshot_49.png](https://community.atlassian.com/t5/image/serverpage/image-id/338637i99B6F21CD0A48966/image-size/large?v=v2&px=999 "Screenshot_49.png")![Screenshot_48.png](https://community.atlassian.com/t5/image/serverpage/image-id/338636iF7DF7617F4AF841C/image-size/large?v=v2&px=999 "Screenshot_48.png")![Screenshot_47.png](https://community.atlassian.com/t5/image/serverpage/image-id/338638i6B4506AB8A5AC173/image-size/large?v=v2&px=999 "Screenshot_47.png")![Screenshot_46.png](https://community.atlassian.com/t5/image/serverpage/image-id/338639i4BD9F38D60CDBC66/image-size/large?v=v2&px=999 "Screenshot_46.png")![Screenshot_45.png](https://community.atlassian.com/t5/image/serverpage/image-id/338640i69C2D17BF15C34A0/image-size/large?v=v2&px=999 "Screenshot_45.png")


author: Dexter de Vera
body: Hmm. This may be an issue, I request assistance from the Atlassian Support team. An Atlassian Support Engineer will review the post and respond to this thread within 2 business days.

You can also raise a ticket in Atlassian Support here:

<https://support.atlassian.com/contact/#/>


author: Adolfo Casari
body: [@Sarah Cristina Bizewski](/t5/user/viewprofilepage/user-id/5530034)the Resolution should be next to the Status, can you confirm that the screen schema for that issuetype includes Resolution on the View and Edit Screens?


author: Sarah Cristina Bizewski
body: Yes!![Screenshot_51.png](https://community.atlassian.com/t5/image/serverpage/image-id/338825iFD8DF2772AB78799/image-size/large?v=v2&px=999 "Screenshot_51.png")![Screenshot_50.png](https://community.atlassian.com/t5/image/serverpage/image-id/338826iCDBCD49B4FC94203/image-size/large?v=v2&px=999 "Screenshot_50.png")


Tags: cloud

jira-service-management

jira-service-management-cloud