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Automation error - closing linked tickets

Asher Francis

Hi all

Trying to figure out this automation error...

I have an automation rule set up as per the below.

I have the rule set that if an issue type is "Problem" and the status is set to Resolved, then set the status of all linked issues to Resolved, and copy the resolution from the trigger issue.

However, it's failing with the error: GST-24 (Resolution name 'Fixed' is not valid (resolution))

When closing the Problem issue, the resolution that was selected is called "Completed". "Fixed" is not a resolution we have available.

Any ideas?

Thanks

Accepted answers

Asher Francis

It seems the rule was broken. I re-created the rule with the exact same criteria (and corrected the "Copy from..." to say Trigger issue rather than Current issue) and it worked.

Thanks Jack!

All comments

Asher Francis

Update... I tried using a different "Resolution" (No longer required) and the same error occured.

Jack Brickey

Your update confuses me a bit. You mention trying a different resolution but then say no longer required. Regardless here are my thoughts.

linked issues have excluded the resolution value that is chosen by the trigger issue. I would recommend a manual test that mirrors you automation to see if confirms this. That is, close one issue then manually close the linked issue in the same manner your automation is attempting to do so. Basically if you precisely try to manually execute what the automation is designed to do you should expose the issue.

Asher Francis

Hi Jack, sorry if it confused you.

"No longer required" is one of the available resolutions. So I chose "No longer required" as the resolution instead of "Completed". My thought process was that the "Completed" resolution may have been renamed and used to be called "Fixed", and there was still something hiding in the database relating to the old resolution name.

Why would the linked issues exclude the resolution value, when my automation tells it explicitly to copy it?

Jack Brickey

The automation wouldn’t exclude a resolution. My point was that some projects are configured to exclude resolutions because they don’t apply. This isn’t normal but is done at times. So, if the trigger issue includes “completed” but the linked issue doesn’t offer that resolution it would fail. Again a manual test will prove/disprove.

Asher Francis

Hi Jack

Thanks, I understand now, and have confirmed that both the problem issue and linked issue have a resolution of "Resolved" available.

The error states that the resolution "Fixed" is not valid, but I don't understand where this value is coming from, since "Fixed" is not a Resolution under administration > Resolutions. It seems to be a rogue value.

Asher Francis

It seems the rule was broken. I re-created the rule with the exact same criteria (and corrected the "Copy from..." to say Trigger issue rather than Current issue) and it worked.

Thanks Jack!

Jack Brickey

Isn’t that what I stated below?

Asher Francis

Hi Jack

You did yes, but I've only just seen that.

That was a red herring, because that was a change I made after the original error occured.

The rule originally was to set the Resolution to Completed, rather than copying it from the linked issue. This is when the "Fixed" error first occurred.

I then changed it (incorrectly) to copy from the current issue, which produced a different error, unrelated to the first.

I think the initial automation was broken somewhere in the background and was looking for a resolution of "Fixed" which didn't exist.

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