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How can I automate and set the 'Resolution' field in Automation?

Hello,

 

I'd like to set the resolution codes in automation according to the ticket types.

I use one issue type: Support

I added another field which is called Sub-type. Sub-type values:

Support

Bug

Feature Request

 

I cannot seem to automate the 'Resolution' field in Automation.

This field is not available in the automated action "Edit Issue"

 

How can I automate and set the 'Resolution' field in Automation?

 

 

 

 

2 answers

1 accepted

0 votes
Answer accepted

If you are referencing to Automation for Jira, then I'm able to set the resolution in JSD.

See example below:

 

2019-10-09 09_30_29-Project automation - Jira.png

 

Can you explain how exactly you are setting up your rule?

Thank you, Gil.
I don't use the Automation for Jira plugin or any other plugin.
I use the available automation that is the Jira Service Desk Project

Here is the exact scenario ( I am attaching a screenshot of the Automation for clarification):

A customer support ticket (CS Ticket) is the one to communicate with the client.
In case of a bug, the CS ticket is linked to a BUG Ticket.


The Automation:
The Status of the CS ticket is changing according to the status transition go the BUG ticket.

The last part of the Automation I'm trying to implement:
When the status of the BUG ticket is set to 'Complete.'
Set the Status of the CS ticket to 'Done' and Set the Resolution code to "Code Fix."

While I can Set the Status of the CS ticket to 'Done,' I cannot see a way to set the resolution code to "Code Fix."

Thank you again, Gil, for your time and thoughtful advice.Screen Shot 2019-10-08 at 4.21.48 PM.png

see my above answer.

This is not possible, unfortunately.

Like Nir Malchy likes this

@Gil Can you explain how you got the "No Response" option (which I am guessing is a "blank" response) to show up? When using Automation for Jira, I can only change the Resolution to one of the pre-existing Resolutions (Done, Won't Do, etc.), not set it to blank.

Cheers!

If you have Admin rights in Jira, you can manually add more Resolution types.

I've added "No Response" and I use it once there's no activity after 10 business days.

Like Zack_Foster likes this

Ah, okay. I thought that was a system-defined entry that would actually clear the resolution out. I don't want reopened issues to have that strikethrough!

I was able to get what I wanted via a POST function in the workflow. But it's no fun implementing that POST function in potential hundreds of workflow steps across dozens of workflows. A global automation solution would be much easier.

Cheers

I can't tell if you are referencing Automation for Jira plugin by Automation or something else.

If you mean to use the automation for JIRA the following may help. Otherwise I recommend opening a support ticket with the plugin developer. https://codebarrel.atlassian.net/servicedesk/customer/portal/1

Here is a link for creating basic rules editing custom fields:

https://community.atlassian.com/t5/Jira-questions/Use-custom-field-in-JIRA-Automation-plugin-rule/qaq-p/811530

Additionally, if you just want to set a specific resolution for the subtasks you can simply use the post function to update the resolution field in each of the transitions for each of the subtasks. Below is a link which can help with this strategy.

https://community.atlassian.com/t5/Jira-questions/How-to-automatically-set-issue-Resolution-to-quot-solved-quot/qaq-p/442222

Thank you, David.
I don't use the Automation for Jira plugin or any other plugin.
I use the available automation that is the Jira Service Desk Project

Here is the exact scenario ( I am attaching a screenshot of the Automation for clarification):

A customer support ticket (CS Ticket) is the one to communicate with the client.
In case of a bug, the CS ticket is linked to a BUG Ticket.


The Automation:
The Status of the CS ticket is changing according to the status transition go the BUG ticket.

The last part of the Automation I'm trying to implement:
When the status of the BUG ticket is set to 'Complete.'
Set the Status of the CS ticket to 'Done' and Set the Resolution code to "Code Fix."

While I can Set the Status of the CS ticket to 'Done,' I cannot see a way to set the resolution code to "Code Fix."

Thank you again, David, for your time and thoughtful adviceScreen Shot 2019-10-08 at 4.21.48 PM.png

Hi @Nir Malchy 

Now that I understand your scenario, I can tell you that this is a limitation of JSD.

For some reason, Atlassian didn't include the Resolution field to be set by JSD Automation.

This is a serious limitation which forces people to pay extra for Add-ons to do this job for them.

Here's is the JSD cloud issue where you can vote and comment to push this in pipeline for fixing JSD:

https://jira.atlassian.com/browse/JSDCLOUD-3701

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