Auto changing the resolution for a specific Status

[Ryan Angermeier]

One of our status's is Marco Portal and this will send the ticket to Marco and put the ticket into a Sent to Marco queue but the resolution is still unresolved. How do I get this to automatically change to Done once the ticket has moved to Marco Portal status? Currently we have to go into each ticket and manually change it to Done. I did not create our Jira workflow but that person does not work here any more.

[Marc - Devoteam · Accepted solution]

Hi @Ryan Angermeier 

You should edit the workflow related to the issue type used.

Add a post-function on the transition into the status Macro Portal.

Use the post-function "update issue field" and select the resolution field from the dropdown and select the resolution 'done"

[Trudy Claspill · Accepted solution]

Hello @Ryan Angermeier 

Welcome to the Atlassian community.

Can you provide a screen image of the workflow diagram that includes the "Marco Portal" status?

What does "send the ticket to Marco" mean? Are you creating a copy of the ticket in another project? Can you provide screen images that show the automation of this process?

Is the "Sent to Marco" queue in the same JSM project where the ticket was originally created or in a different JSM project?

I'm asking these questions to attempt to clarify the appropriate action. If there is no copy of the ticket made, then setting the original ticket to a Done status will move it out of the "Sent to Marco queue", I assume.

[Ryan Angermeier]

You can see the status is changed to Marco Portal but we have to manually change the resolution to resolved. Until we go in and manually change this it stays open. I did find this set resolution window but testing some tickets it does not change automatically

[Trudy Claspill]

What type of project does this concern? You can get that information from the Type column on the View All Projects page under the Projects menu.

If you click on the arrow pointing from ALL to Marco Portal you will be able to access some information about that transition such as validation rules and conditions.

In the Workflow for a Company Managed project you would want to look at the Post Functions for the transition and confirm that there is a step there that sets the Resolution field during the transition.

[Ryan Angermeier]

Boom! (drops the mic) and that's my win for the week. Thanks you all for helping in this matter as it now works as expected.

[Trudy Claspill]

I'm glad we could help you, @Ryan Angermeier 

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