Ticket stuck as ToDo because resolution is set

Question

Hello,

We have a broken ticket.

An automation modified it, but left it in this state :

Status : ToDo

Resolution : Resolved

Now we are not able to :

- unset the resolution (even the "edit issue" in an automation using json won't work (error is : "Could not find valid 'id' or 'name' in resolution object. (resolution)")

- transition this ticket to any other Status (no other status shows, and the message "you don't have permissions to transition this issue" shows.

We only mitigated this by cloning this issue and solved the clone. But we would like to know how to solve this problem if it occurs again ?

This ticket is part of an automation so we have a lot of other examples really similar and the only difference we observe is the resolution set by a "new automation".

Regards.

Bharat Kalia · Answer

@IT of Agence eSanté - The "Resolution" field should be cleared by the post function of that particular WF. So it seem like the wf is incorrectly setup and once the WF has been configured to clear the resolution field on transition to "TO Do", it might work the way you want.

So maybe check with your admin?

Thanks,

Bharat

Lucas Modzelewski _Lumo_ · Answer

check this: https://community.atlassian.com/t5/Jira-questions/Re-Re-Is-there-a-simple-solution-to-remove-the-resoluti/qaq-p/2943435/comment-id/1103625#M1103625