Using out of the box automation for Updating Jira linked issues in JSD

Question

I am trying to use the out of the box automation rule for Updating Jira linked issues in JSD.  This is the automation within JSD, not Global automation. My problem is that my ticket is still showing up in my OPEN queue because the RESOLUTION field is still set to UNRESOLVED.

The OPEN queue shows all tickets where resolution = Unresolved.  For some reason, using the transition "Resolve this issue" is not setting resolution = Resolved.  Is this a Jira bug?

I have been able to automatically resolve and close tickets using Global automation rules by doing the following:

* Edit the issue field RESOLUTION, setting it to DONE.
* Transition the issue to CLOSED.

The JSD automation process doesn't give me the ability to edit the RESOLUTION field.

I'm happy to use a Global automation rule, but I only want to run this rule between one JS project and JSD.  When I tried to set up the global automation rule, running it only in the JS project, it isn't doing anything.

Can someone help me with how to set up a global automation rule so that it only works between one JS project and JSD?  Or help me with the JSD rule?

carol_peterson · Answer

Thank you for the reply.  I was hoping not to have to mess with the out of the box workflows, but it looks like I will need to.  I am a Jira Admin, so I have access to all of the features.

Patricia Francezi_iDev_ · Answer

Hi @carol_peterson

Welcome to the community.

Well, I´ve been there.... Its not a bug. Service Desk templates needs improvements, and in general they dont have resolution as a mandatory field.

Resolution not set is a whole world of problems with reports, if you dont manage to collect it, or to populate it.

The ways for solving the problem is change your SD workflow, use post functions to set a resolution automatically and / or transition screens with resolution field required when transitioning to resolved status or closed.

You are able to configure the Resolutions (global to your instance), from Settings.

If you need to limit the options by status i.e Status Canceled should have resolutions "Customer Canceled or Wont do" you can do it by configuring properties.

Solving worfklow transition configuration, when you run the automation for closing the linked issue, the transition from service desk will set the resolution that workflow is configured to do so.

Not sure what site level do you have, but you need to be Jira Admin to perform thoses tasks.