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Set Resolution in an Automation

We have an integration that is changing the status of an Incident to Completed, but isn't setting the Resolution field. Resolution field is normally chosen in the Resolve Issue Screen. Unfortunately, not having a working Resolution is breaking some workflow, such as appearing in Queues that it shouldn't, and SLAs not ending correctly. 

I created an Automation (new style) to set it, but it returns an error: 

Screenshot 2020-11-16 212654.png

 

Here are details of the Automation. Any idea why I cannot set the field? I am guessing it's a permission issue with the Automation for Jira service (account?) but cannot find where it's defined. 

 

Screenshot 2020-11-16 213300.png

 

2 answers

1 accepted

1 vote
Answer accepted
Liam Green Community Leader Nov 16, 2020

Hi Greg

Could you change your rule so that it changes the resolution when the issue transitions rather than after?  It may be that automation is unable to set the resolution once resolved.

You should also check you don't have another field called 'resolution' as it may be looking to amend the wrong one.

Thanks for the reply. I don't see a custom field named Resolution. Also I added a choice to the system Resolution field and see that choice in the Automation, so I think I have the correct field. I will test setting it on a transition. I was hoping to clean up the test tickets, but I can just delete them because they are appearing in Queues they aren't supposed to. 

I have modified the automation to trigger on update of Status. But the automation is not firing. I tried it initially with drag and drop conditions, but there was no option for Resolution is empty (only an option for Unresolved) but it didn't fire. Should I try status in (Completed, Closed) instead of fieldChange? 

 

Screenshot 2020-11-18 091446.png

I tried a couple variations like this but I still cannot get the rule to fire. 

Screenshot 2020-11-18 094110.png

Liam Green Community Leader Nov 17, 2020

Hi

Can you try with the trigger of 'when issue is transitioned', then it will capture them going forward.

For ones that do not have a resolution that need one, you may need to do another rule that is manual trigger.

Like Greg Tucker likes this

Perhaps as a troubleshooting one, could you set it as a manual trigger?

Just to see if that runs..

 

Also:

I tried it initially with drag and drop conditions, but there was no option for Resolution is empty (only an option for Unresolved) but it didn't fire.

i believe "Unresolved" isn't really a value so that would mean it is not a true Resolved value

Like Greg Tucker likes this

@Dirk Ronsmans The manual trigger did work for me. I wasn't aware of the option before, so glad to have that one in my arsenal. Thank you.

Out of curiosity, we don't need conditions on manual trigger rules? All appear for all tickets? 

Trying "when issue is transitioned" now. 

Dirk Ronsmans Community Leader Nov 19, 2020

@Greg Tucker it's a great one for testing/troubleshooting :)

You indeed don't need any conditions on the manual trigger, you can however limit who can execute the rule tho. (I sometimes use it to rectify something as an admin). 

But it will appear for all issues :) (of that project)

@Liam Green @Dirk Ronsmans The on transition version of the rule worked. Thank you. 

It's unfortunate the manual trigger automations don't observe conditions because that would be a good way to test the conditions. In any case, it all worked out. 

Like # people like this
1 vote
Dirk Ronsmans Community Leader Nov 16, 2020

A 2nd resolution field has my vote.

The system field you cannot even restrict so I wouldn't even know how to block that. Even when you don't put it on the screen you have it :)

In your edit issue component, can you check that the field you are setting is the "Resolution (System)" field?

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