Hi,
Due to the nature of business, i had to add all Resolution categories used for Incident, Change, SRs, etc, in the Resolution Field.
Now to avoid user confusion and keep data clean, i have created 2 custom fields for Incident and Change respectively and listed only the applicable Resolutions for each custom field.
Incident Resolution Category - available in Incident Resolve Screen
- Software
- Hardware
- Database
- Network
- etc
Change Resolution Category - available in Change Completion Screen
- Completed Successfully
- Completed Partially Successful
- Backed Out
- etc
These 2 custom fields are available for Users to select in the closure screens respectively
Now i have added an Automation, where i have mapped each Resolution category from Incident/Change closure screen to trigger Auto-update of the system Resolution field.
This Automation is working absolutely fine and the system Resolution field gets set and updated with correct data each time an Incident or Change is Resolved/Completed, where status is transitioned to Done.
However the Resolved Date is not populating, and this is causing reporting issues.
I have run JQL queries to double check, and resolution is set and not empty, still the Resolve Date is not populating -
statuscategory <span>=</span> Done <span>and</span> resolution <span>is</span> EMPTY
Is it because the Resolution is populating via Automation and not via Manual or post function in Workflow ?
Ideally if the Resolution is set, the Resolved date should populate. So kindly help whats the solution to this problem.
