Resolved Date is not populating, when Resolution field is populated via Automation

[Sumona Dhara]

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

1. Software
2. Hardware
3. Database
4. Network
5. etc

Change Resolution Category - available in Change Completion Screen

1. Completed Successfully
2. Completed Partially Successful
3. Backed Out
4. 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 = Done and resolution is 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.

[Ines B. · Accepted solution]

It seems it works in cloud but not in DataCenter Solved: Automation - set resolution & resolution date (atlassian.com)   In a postfunction should work

[Sumona Dhara]

Thank you, this was really helpful, i have applied that, just now. it worked.

[Sumona Dhara]

I have found a solution.

I have set the Resolution to "Resolved" via post function in the Workflow for the transition where statuscategory is Done.

Also, have left the Automation On to re-populate Resolution as per my mapping as mentioned above.

This way, the Resolved Date gets captured and populated as soon as the issue is Resolved/Completed, and Resolution gets updated as "Resolved"

and within few seconds the Automation kicks in and the Resolution field gets updated again as per my above mapping.