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when linking an issue to a JSD ticket, it sets the Resolution field to Fixed

I am trying to configure our new Jira Service Desk instance, and this is becoming a sticking point.  While in a Jira Service Desk issue, I link a Jira Software card using the "is caused by" reference.  Then, the Resolution field is automatically changed to Fixed.  How do I stop this behavior?  I do not have any automation set up that would trigger the resolution field to update.  Is there another place, maybe a Global setting, where this value can be found.

The more frustrating thing is that once the Resolution status is set to Fixed, I am unable to change it back to Unresolved.

1 answer

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Jack Community Leader Sep 08, 2019

Kari, have you found the answer as yet. It sure seems to be an automation to me. Can you share what automations you have in place? If there is a transition involved then I would suspect a post-function. Maybe you have an automation that is transitioning the issue and a post function is setting the resolution?

I have been unable to find an answer.  I only have 3 automations for this project: Set priority when a certain type of issue is created, set a custom field to a certain value upon new issue creation, and send an automatic notification after 5 days of inactivity.

I have no post-functions in the workflow.  

Jack Community Leader Sep 09, 2019

My only guess here is that some form of script/automation is causing this. can you:

  1. indicate if you are on server or cloud
  2. share what addons you have installed
  3. share an image of your workflow w/ transition labels

We are on cloud

We have no addons at this time

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