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How can I automate and set the 'Resolution' field in Automation?

Nir Malchy

Hello,

I'd like to set the resolution codes in automation according to the ticket types.

I use one issue type: Support

I added another field which is called Sub-type. Sub-type values:

Support

Bug

Feature Request

I cannot seem to automate the 'Resolution' field in Automation.

This field is not available in the automated action "Edit Issue"

How can I automate and set the 'Resolution' field in Automation?

Accepted answers

Gil_2dvf2c

If you are referencing to Automation for Jira, then I'm able to set the resolution in JSD.

See example below:

2019-10-09 09_30_29-Project automation - Jira.png

Can you explain how exactly you are setting up your rule?

All comments

David Sweeney_9jm48y

I can't tell if you are referencing Automation for Jira plugin by Automation or something else.

If you mean to use the automation for JIRA the following may help. Otherwise I recommend opening a support ticket with the plugin developer. https://codebarrel.atlassian.net/servicedesk/customer/portal/1

Here is a link for creating basic rules editing custom fields:

https://community.atlassian.com/t5/Jira-questions/Use-custom-field-in-JIRA-Automation-plugin-rule/qaq-p/811530

Additionally, if you just want to set a specific resolution for the subtasks you can simply use the post function to update the resolution field in each of the transitions for each of the subtasks. Below is a link which can help with this strategy.

https://community.atlassian.com/t5/Jira-questions/How-to-automatically-set-issue-Resolution-to-quot-solved-quot/qaq-p/442222

Gil_2dvf2c

If you are referencing to Automation for Jira, then I'm able to set the resolution in JSD.

See example below:

2019-10-09 09_30_29-Project automation - Jira.png

Can you explain how exactly you are setting up your rule?

Nir Malchy

Thank you, David.
I don't use the Automation for Jira plugin or any other plugin.
I use the available automation that is the Jira Service Desk Project

Here is the exact scenario ( I am attaching a screenshot of the Automation for clarification):

A customer support ticket (CS Ticket) is the one to communicate with the client.
In case of a bug, the CS ticket is linked to a BUG Ticket.

The Automation:
The Status of the CS ticket is changing according to the status transition go the BUG ticket.

The last part of the Automation I'm trying to implement:
When the status of the BUG ticket is set to 'Complete.'
Set the Status of the CS ticket to 'Done' and Set the Resolution code to "Code Fix."

While I can Set the Status of the CS ticket to 'Done,' I cannot see a way to set the resolution code to "Code Fix."

Thank you again, David, for your time and thoughtful advice Screen Shot 2019-10-08 at 4.21.48 PM.png

Nir Malchy

Thank you, Gil.
I don't use the Automation for Jira plugin or any other plugin.
I use the available automation that is the Jira Service Desk Project

Here is the exact scenario ( I am attaching a screenshot of the Automation for clarification):

A customer support ticket (CS Ticket) is the one to communicate with the client.
In case of a bug, the CS ticket is linked to a BUG Ticket.

The Automation:
The Status of the CS ticket is changing according to the status transition go the BUG ticket.

The last part of the Automation I'm trying to implement:
When the status of the BUG ticket is set to 'Complete.'
Set the Status of the CS ticket to 'Done' and Set the Resolution code to "Code Fix."

While I can Set the Status of the CS ticket to 'Done,' I cannot see a way to set the resolution code to "Code Fix."

Thank you again, Gil, for your time and thoughtful advice. Screen Shot 2019-10-08 at 4.21.48 PM.png

Gil_2dvf2c

Hi @Nir Malchy

Now that I understand your scenario, I can tell you that this is a limitation of JSD.

For some reason, Atlassian didn't include the Resolution field to be set by JSD Automation.

This is a serious limitation which forces people to pay extra for Add-ons to do this job for them.

Here's is the JSD cloud issue where you can vote and comment to push this in pipeline for fixing JSD:

https://jira.atlassian.com/browse/JSDCLOUD-3701

Gil_2dvf2c

see my above answer.

This is not possible, unfortunately.

Zack Foster

@Gil Can you explain how you got the "No Response" option (which I am guessing is a "blank" response) to show up? When using Automation for Jira, I can only change the Resolution to one of the pre-existing Resolutions (Done, Won't Do, etc.), not set it to blank.

Cheers!

Nir Malchy

Hi Agin Gil! We ended up getting the Automation plug-in as a part of Jira. I wanted to seek some more advice from you.

I'd like to create an Auto response that goes out to the report when a ticket is created:

After hours (I have an SLA which is weekdays 7:00 AM to 5:00 PM calendar) - so basically anything that comes between 5:00 PM and 7:00 AM.

Holidays - days that are designed as holidays in the same calendar.

Any guidance will be much appreciated. Thank you!

Fabian Lim

For those who are interested in a tutorial about updating the resolution field with jira automation, check this guide: https://www.youtube.com/watch?v=S2ary5YG-7w&t=3s

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