Resolutions in issues

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.

We recommend that you make it mandatory to fill in the Resolution field for all transitions to the final status, such as Closed. How to set up the transition screen? Resolutions can affect closed issue tracking and searching with filters.

In Yandex Tracker, there are system resolutions that are listed in the service settings. You can use these resolutions in any queues. If you don't find a suitable resolution among the system ones, a Yandex 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 workflow

To add a resolution to a queue:

  1. In the left-hand panel, click  Queues and select a queue.

  2. In the top right corner of the queue page, click  Queue settings.

  3. Go to the Workflows tab. It shows the list of workflows in the queue. Learn more about workflows

  4. To add a resolution to a workflow:

    1. Select an issue type in the workflow card.
    2. Hover over the Resolutions column and click the icon that appears.
    3. Select a resolution from the list.

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 issue attribute on the Resolutions page in the Yandex Tracker settings or on the Workflows page within a queue.

  1. Make sure you are authorized in Yandex Tracker as an administrator.

  2. In the left-hand panel, select Administration → Resolutions.

  3. Click Create resolution.

  4. 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.

  5. Tap Create.

  1. In the left-hand panel, click  Queues and select a queue.

  2. In the top right corner of the queue page, click  Queue settings.

  3. Go to the Workflows tab. It shows the list of workflows in the queue. Select the workflow to add your new resolution to.

  4. Hover over the part of the line with resolutions. Click the icon that appears, start typing the name of the new resolution, and click the Create button.

  5. 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.

  6. Tap Create.

The created resolution will be immediately added to the current queue's workflow. However, you can also use it in other queues.

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.

  1. Open the queue page.

  2. 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.

  3. In the top right corner of the queue page, click Queue settings.

  4. Go to the Workflows tab. It shows the list of workflows in the queue. Select the workflow containing the resolution you want to remove.

  5. Hover over the line with the resolution to be removed and click the cross icon next to this resolution.

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