Automation help for invalid Resolution type

[Mike Thomas]

Currently I have an automation in place where if anyone other than the assignee comments on a Resolved/Cancelled case, it will throw the case out of that status and into "Pending". I monitor these instances since email alerts do not go out once a case is closed out. It works great! 

When resolving a case, we have instructed our group to only choose certain Resolution Types in the drop down so that we can use this data in monthly reporting. This allows us to get a better understanding on the type of resolutions and for certain ones, we can easily dig deeper to determine areas of opportunity. 

We rolled this process out last year; however, many times people will fail to select the proper resolution type, resulting is those who monitor these to reach out to these individuals and ask that they properly update. 

I am looking to set a new automation to where if someone selects any resolution type other than the 5 we have instructed they choose, then once closed/cancelled then the case would then be triggered back into "Pending". What is the best way to accomplish this? 

For reference - I've attached an image of the current automation in place for when anyone other than the assignee comments on a closed/completed issue. 

Thank you

-MT

[Mike Thomas]

@Maria Rusnakova 

When someone goes in to disposition a case (say they click on Resolve), on the next pop-up there's the Resolution field that defaults to "Completed". There are 45 options and of these 45, we only choose 5. Due to using a template, we are unable to edit these 45 as i've already submitted a ticket to do so. My hope is that we could establish an automation that basically says if any Resolution outside of those 5 are selected, then once case is resolved it will then trigger it into a pending status which then would generate on my Pending Dashboard list. 

-MT

[Maria Rusnakova]

Hi @Mike Thomas ,

Do you have a long list of different Resolutions? I haven't checked if these properties work in JSM ( I have used them only in Jira Software), but if yes, you can restrict the list of Resolutions that users can select when they close tickets: Workflow Properties 

If the automation rule that re-open your closed ticket is better for you, then you can set as the trigger that value to the Resolution field was added, create a condition for Resolutions that you don't want users select and transition such tickets to Pending (similar as in your existing rule).