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

[John Funk]

Hi Mike, 

You might try adding some validators to check if the Resolution is one of those types, otherwise give them a message in real time. I have not tried this, but I think it would work. Add the Validators to the transition to Done (Resolve) in your workflow. 

[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

I suggested to display only those Resolutions that you want users select, because then you don't have to move issues from Closed to Pending and ask users to close them again with the correct Resolution...

From my point of view, John's idea with validators is also great, if they select anything else they won't be allowed to close the issue and again, you don't have to trigger automation rule and re-open the issue with incorrect Resolution.

You can add also list of correct Resolutions to the description of the field for those who don't remember them.

[Mike Thomas]

Thanks @Maria Rusnakova  - Unfortunately, the way our project was created (using a template), I've submitted a PRICE ticket recently to inquire on editing/modifying the list in the drop down, however I was advised that the list could not be changed as it's used by other projects on the same template. That is what I was hoping to do originally, so this is the only reason why I'm trying to create an automation for this.

-MT

[Maria Rusnakova]

Hi @Mike Thomas,

when you are not able to update your workflow or create a copy of the workflow that would be used only in your project, I understand why you want to create a automation rule. 

You can create something like this (just change the Status Closed if you use different and add Resolutions you would like your users select):

[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).