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I created a resolution reason and now it isn't working

Daniela Cardenas_kxjndf

I just created a Resolution Reason of "Stale" for tickets older than a year. I then added the resolution screen to the workflow (transition) when a ticket moves to closed. I then bulk changed all 320 tickets to closed with a resolution reason of "Stale" and now all of those tickets are appearing as closed with a resolution reason of "Fixed".

Even when I manually edit the resolution reason to "Stale" it saves as "Fixed. Why is this happening??

Accepted answers

Trudy P Claspill

Is there a Post Function in your workflow transition that is setting the Resolution to Fixed? That would override a user entry in a transition screen.

All comments

Ismael Jimoh

Hi @Daniela Cardenas

I will check the project if a default resolution is set or you have some automation that sets this.

Look at the ticket history just to confirm what’s going on for example is the reason first set to stake and then fixed? This for me will hit at an automation somewhere.

Let me know your findings to the above

Trudy P Claspill

Is there a Post Function in your workflow transition that is setting the Resolution to Fixed? That would override a user entry in a transition screen.

Daniela Cardenas_kxjndf

Hi thank you for your reply.

No, I checked the history of the tickets, and I don't see the ticket changing from "Stale" to "Fixed". It's just changing to "Fixed" and there is no history of a "Stale" resolution reason on the ticket.

This project doesn't have any default resolution reasons that I can see.

resolution reasons.png

Ismael Jimoh

To narrow down what is going on here and rather than using bulk edit, can you manually transition one of the issues you had edited and set the resolution field and check what happens.

The behaviour above seems really odd.

Also check your workflow itself this is what shows if a default resolution is being set on the said transition.

Daniela Cardenas_kxjndf

I had already tried to manually change a resolution and that, too, shows it as "Fixed" instead of "Stale" if I set it to "Stale.

I don't see any default resolutions either. No matter which resolution I try to set, it continues to default to "Fixed". It's super strange. resolutions no defaults.png

Trudy P Claspill

Hello @Daniela Cardenas

It sounds like the Workflow for the issue is setting the Resolution field in a Post Function in the workflow transition to Done.

You said you added a transition, and that you are able to use the transition screen to indicate you want the Stale value for Resolution.

You need to go back to editing the Workflow transition where you added that transition screen.

The click on the Post Functions tab.

Look for an entry that is setting the Resolution field, similar to this:

Screen Shot 2023-06-28 at 10.51.45 AM.png

If that exists, it needs to be removed. That Post Function is being executed after you complete the user interaction part of executing the transition, and it is over-writing the value you manually specified for the Resolution field.

To remove that post function hover your mouse over the far right area of that row. That should make a few options appear including the Delete option. Click the Delete option to remove the post function.

Screen Shot 2023-06-28 at 10.53.44 AM.png

Daniela Cardenas_kxjndf

That worked! Thank you so much!

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