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Block Resolving issues on the Move screen

Gustavo Moraes_ydczrr

Hey, guys!

I'd like to know if there's a way to block transitioning an issue from any status to "Resolved" when changing the Issue Type.

This is causing me some issues because some agents are setting the issue as "Resolved" on this screen, and by doing that the "Resolution" field will remain empty.

Thanks!

Accepted answers

Fabian Lim

@Gustavo Moraes

Unfortunately, you won't be able to do that. You just need to train your agents of the implications of doing this.

Regards,

Fabian

All comments

Fabian Lim

@Gustavo Moraes

Unfortunately, you won't be able to do that. You just need to train your agents of the implications of doing this.

Regards,

Fabian

Gustavo Moraes_ydczrr

Oh God...
Okay, thanks for your reply!

Harrison Ponce

Hi @Gustavo Moraes , there's actually a few options you might have here.

Set an automation so that when a certain issue type transitions to Resolved that it automatically applies a default resolution. Maybe this is less ideal if you're really looking for some useful resolution data.
Another option is for the issue type of interest, to set in the workflow a validation on the transition to Resolved that requires the Resolution field to not be empty. Even when bulk editing issues, it will respect this validation.

Workflow Validator:

Bulk Editor error when trying to transition issues to Resolved:

Does this work or help in your use-case?

Gustavo Moraes_ydczrr

Hey, @Harrison Ponce

We do have some validations on our workflow, and one of them is when transitioning the issue to Resolved.

The thing is, we don't want to allow the user to transition to Resolved from all statuses, and to do as you described I believe I'd need to allow it. (Correct me if I'm wrong).

For example, according to our workflow, the user can't transition from Open to Resolved directly. But when doing it through the "Move" screen they're able to.

Harrison Ponce

Hey, @Harrison PonceWe do have some validations on our workflow, and one of them is when transitioning the issue to Resolved.The thing is, we don't want to allow the user to transition to Resolved from all statuses, and to do as you described I believe I'd need to allow it. (Correct me if I'm wrong).For example, according to our workflow, the user can't transition from Open to Resolved directly. But when doing it through the "Move" screen they're able to.

Hi @Gustavo Moraes , sorry I posted my reply on a different account by accident.

One thing you can try (I have not tested this) is making an "all statuses map to Resolved" transition and put some sort of condition on it. That way users can not normally make the transition within the issue, but that way through bulk edit, the validation can still apply. Not sure exactly which condition(s) you'd want to use, but that might help here?

A little hacky...but sometimes you gotta get hacky lol

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