Remove the Resolution status when transitioning an issue back to in progress

[Ben]

I have an automation configured to move a ticket in resolved back to in progress if the ticket is updated by the requester.

The same workflow should also remove the resolution, however the automation refuses to do this. It does change the status, just doesn't remove the resolution.

The audit log says that the Field does not exist, however it clearly does as moving a ticket to resolved requires me to set the resolution.

[Joseph Chung Yin · Accepted solution]

@Ben -

I would recommend you to review your WF to ensure the transition from Resolved to In Progress has a post function which clears out the resolution value.  Resolution value management is  controlled by the WF, and should not be managed outside of the WF (i.e. via automation rule).  The automation rule can be used to transition issue, however the resolution is controlled within the WF.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

[Ben]

Should I be clearing the "Resolution" value or the "Resolved" value?

[Joseph Chung Yin]

It is the Resolution value.   Resolved is the typically the WF status value.

Best, Joseph

[Simmo]

@Ben, the suggestion from @Joseph Chung Yin is the only way to solve this. There isn't an API for Automation to be able to call that will achieve this. This is why you're getting the field error message.