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"Resolution name 'Fixed' is not valid (resolution)" error

Irina Kalenik

Hi everyone!

I'm trying to build a rule to auto-resolve issues in Help Center (Service Desk project) when the linked issue in another software project (DMOP) is Done.

And I'm getting an Error during the transition a Help Center issue to Resolved status:
"Resolution name 'Fixed' is not valid (resolution)"

The resolution I'm trying to set is "Done". We don't even have "Fixed" in the list.

Screenshot from 2020-05-21 11-38-15.png

Screenshot from 2020-05-21 11-37-27.png

Did anyone face this before?

Thank you!

Accepted answers

Michael Andolfatto_a62ntx

Thanks @Irina Kalenik ,

Replicating this rule, I actually run into a different error where Automation is unable to set the Resolution field properly even when putting it on the edit screen (which is not a best practice)

To workaround this issue, you could add a global transition on the Resolved status in your FHC workflow, with a condition on it to only allow the addon to see it, as well as a post-function to set the Resolution to Done. Then, only specify your automation rule to execute the global transition but not set a Resolution.

All comments

Michael Andolfatto_a62ntx

Hi @Irina Kalenik ,

For your transition on the FHC workflow to status Resolved, is there a post-function set up that is automatically trying to set the resolution to Fixed?

If possible, could you attach screenshots of the two workflows in question and your list of Resolutions?

Irina Kalenik

Hi @Michael Andolfatto !
Sure)

FHC Resolve transition

Screenshot from 2020-05-21 20-03-14.png

WF for DMOP

WF for FHC

Resolutions

Michael Andolfatto_a62ntx

Thanks @Irina Kalenik ,

Replicating this rule, I actually run into a different error where Automation is unable to set the Resolution field properly even when putting it on the edit screen (which is not a best practice)

Irina Kalenik

Thank you @Michael Andolfatto for the advice!

I've tried to apply all the tips mentioned and also have found some interesting facts during the process:

1) if the transition doesn't have a screen, the rule works on the whole, and the occurring error is not critical (thanks for that)

2) if I add a screen to the transition, the rule doesn't work, and I get the original error

Screenshot from 2020-05-21 23-52-43.png

Patricia Francezi_iDev_

Sounds to me that there is a required field in Resolve Screen. You need to investigate this screen. May be a custom field with the Fixed Value as a behavior /context.

Irina Kalenik

Hi @Patricia Francezi_iDev_

Thank you for your attention! Well, the screen is super simple, not much to investigate:

Screenshot from 2020-05-25 10-25-40.png

3 fields, "Resolution" is not a required one. "Fixed" is not among the Resolution values. No custom Resolution field in the Custom Fields list.

I also tried to create a new Resolving Screen just for the test, added only a Resolution field to it, and linked this screen to the transition. Got "Fixed" error again.

Patricia Francezi_iDev_

What are the details of post function 1?

Its setting an status....

Irina Kalenik

This is a default setting and it's not editable
https://confluence.atlassian.com/adminjiracloud/advanced-workflow-configuration-776636620.html

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