I have certain kinds of tickets come in that I want to auto-resolve, so I have an automation rule that looks for those kinds and sets the status to 'Auto-resolved' (a custom status). I created a post function that would see when a status is set to 'Auto-resolved' and sets the resolution to 'Done'. This should stop the SLA timer (I can confirm that the stopping criteria is "Runs until: Resolution: Set"), but the timer keeps on running. Is there a bug where if the resolution is set via post function, no one knows about it? Because another automation rule that should trigger when the resolution is set is also not firing (it's a rule I had for changing 'Auto-resolved' to 'Resolved' after seeing that the resolution was set).
Actually, to finish tying up loose ends here, I had made an update to the post functions to make sure the setting of the Resolution was before all the other post-functions, and that did stop the SLA timer. However, my automation rule for transitioning 'Auto-resolved' to 'Resolved' after seeing the issue resolution changed did not fire.
I am able to replicate this behaviour at my end. This usually happens when the transition has a screen with resolution field added to it so that the user performing the transition can set the resolution manually, and also a post-function to set the resolution. With this setup 'Resolve issue' event is not triggered by Jira.
The workaround is to remove the resolution field from either transition screen or post-function.
I assume you want to keep it in the post-function and remove from transition screen for your use case.
It's not the 'Edit Issue' screen. Screen linked to a particular workflow transition is different. Let me explain with an example.
The workaround proposed was to remove 'Resolution' field in the workflow transition screen (i.e., JIRA Service Desk Resolve Issue Screen - 18 from the example).
If there is no workflow transition screen with Resolution field in it in your case, it could be a different issue. In that case, please submit a ticket with the details in our Support Portal so that our Support team can check and get back to you.
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