Set Resolution status of a ticket that has been closed from a Smartsheet

[Nikki Hailey]

We have set up the Smartsheet/Jira connector that creates a bi-directional link so we can work tickets from either space. We primarily still only work out of Jira and use the Smartsheet for reporting and additional visibility, but we do have one hangup I just found and am not sure how best to handle.

We have an automation in Smartsheet that reaches out to our users when a ticket reaches "Business Approval" status and asks them approve/deny. If they approve, the automation changes the status to Done in the Smartsheet, and then the Connector makes the change in the Jira ticket. The problem is that when we close tickets directly in Jira, we require a Resolution be set, but it isn't doing that when changed from the Connector. Has anyone run into this and been able to figure out a best practice for it? I have several solutions, but all of them are still very manual and I'd like to automate if possible.

Edit to add: We have a single workflow, and whenever the user chooses to close the ticket, we would like for it to say "Resolved" but we need to leave open the ability for changing it to something different when we manually close it ourselves, so I can't set a Post Function to change it to Resolved automatically.

[Nikki Hailey · Accepted solution]

So it turns out that the reason it would not set the Resolution status from Smartsheet was because the Jira project it was attached to did not have Resolution as an available field. Once we added that, we were the Smartsheet automation that sets Status to Done and Resolution to Resolved started working properly.