Missing resolution field in servicedesk automation

[George Roberts]

This question is in reference to Atlassian Developer Documentation: Automation Rule Components

When trying to edit issue to select and change a field in an issue, we want to edit the resolution field so we can add the appropriate value

We cannot see this in our installation

Jira Service Desk Application 3.3.0

Thanks 

[Angélica Luz]

Hi George,

The automation in Jira does not have the option to change the resolution.
We have a feature request suggesting the implementation of this ability:
- https://jira.atlassian.com/browse/JSDCLOUD-3701
As a workaround, you can use an add-on "Automation for Jira" where it's possible to change the resolution or use Post Function on the workflow to set the resolution.
You can find more information here.

If you have any other question, please let us know.

Regards,
Angélica

[George Roberts]

Thanks Angelica

[Angélica Luz]

You are always welcome George!
If you have any other question, please let us know.

Regards,
Angélica

[Christel]

Unfortunately, the workaround posted in this issue is for Jira Server, not Jira Cloud. Has anyone else come up with a better workaround?

Right now, I'm thinking of adding a status that is something like "Ready to Close" that will send a notification to me and another person, so we can go in the ticket, manually change the status and set the resolution. Not ideal, so I'm open to other ideas.

[Torbjörn Richter]

Setting the resolution with the automation trigger is sometimes a must. For instance, if you normally has a transition screen to set resolution upon closure you may have issues that are closed automatically if customer does not respond. if that happens a resolution has to be set as well which cant be done with a post-function since that would conflict with the transition screen.

If you build a Then option in automation that supports fields, how difficult can it be to add Resolution to that? oO/

[Lewis Cook]

@Christel you could setup a specific transition with a post function to set the resolution and make the service desk automation use that transition. You can set a condition on the transition to limit who has the transition as an option.

Will only really work if the automation is setting a specific resolution.