Resolutions
A resolution is an issue attribute that specifies why the issue was closed. For example, an issue can be closed because it was completed (the Resolved resolution) or because it is a duplicate of another issue (the Duplicate resolution).
For each issue type in a queue, you can define their own set of resolutions within a workflow. The queue owner and users granted permission to access the queue settings can edit resolutions in queue workflows.
In Tracker, there are system resolutions that are listed in the Tracker settings. You can use these resolutions in any queues. If you don't find a suitable resolution among the default resolutions, a Tracker administrator can create a new resolution. It will appear in the common resolution list and users will be able to use it in their queues.
Adding a resolution to a queue
To add a resolution to a queue:
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In the left-hand panel, click
Queues and select a queue. -
In the top right corner of the queue page, click
Queue settings. -
Go to the Workflows tab. It shows the list of workflows in the queue. To see what issue types and resolutions are set in each workflow, click
in the respective workflow line. -
To add a resolution to an existing workflow, hover over the part of this workflow line containing resolutions. Click the guide on creating workflows.
icon that appears and select a resolution from the list. To learn how to add a resolution to a new workflow, see the
Creating a resolution
Only an administrator can create new resolutions. Once you have created a resolution, you cannot delete or edit it.
You can create a new resolution on the Resolutions page in the Tracker settings or on the Workflows page in the queue.
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Make sure you are authorized in Yandex Tracker as an administrator.
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In the left panel, select
Administration → Resolutions. -
Click Create resolution.
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Fill in the fields as follows:
- Name: Enter a name for a new resolution in Russian.
- Name in English: It will be generated automatically based on the Russian name.
- Key: It will be generated automatically based on the Russian name.
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Click Create.
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In the left-hand panel, click
Queues and select a queue.
Removing a resolution from a queue
Before removing a resolution from the queue, make sure none of the queue issues is closed with this resolution.
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Open the queue page.
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Use filters to find all the issues in the queue that include the resolution to be deleted. After that, change the resolution for such issues or update their status.
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In the top right corner of the queue page, click
Queue settings. -
Go to the Workflows tab. It shows the list of workflows in the queue. Select the workflow containing the resolution you want to remove.
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Hover over the line with the resolution to be removed and click the cross icon next to this resolution.