Default resolution value

[JRodney Estrada]

Hi,

Just wondering if there was a way to change the default resolution field at the workflow level. A user has asked to change the resolution default "Fixed" to "Unresolved" when closing issues.

I'd like to avoid changing it at the system level for all projects if there's an easy way to do it.

Many thanks,

[John Funk · Accepted solution]

Hi @JRodney Estrada  - Yes, you can change the workflow for the transition to Done (or Closed or whatever status you use) to modify the Post Function that is setting the value of the Resolution field. 

[JRodney Estrada]

Hi @John Funk ,

To test, I tried the following on my dev instance without success. What did I miss?

I added a post function, selected 'Update issue field', 'Resolution' = 'Self Resolved'

Created a new issue, moved it to 'Done' but it still shows system default resolution value. 

Screenshot below, thanks for helping!

[Matt Doar]

That should do it after you click Publish

[John Funk]

What @Matt Doar said  :-)

[JRodney Estrada]

I appreciate the help but I must be missing a step. I added a post function on a closing transition and tested it with multiple tickets issue types, created a new workflow and added the post function but no success. Is there step by step documentation you can direct me to?

: (

[John Funk]

When you say no success, what does that actually mean? Do you get an error? The value is not updated? It is overwritten by something else? 

Take a look at the history of the issue when you move it to Done to see what updates it is doing. 

[JRodney Estrada]

@John Funk Good catch. Issue history shows the user picked resolution is being overridden by the post function.

Clarifying the request:

User wants the resolution default set to "Unresolved" when they create the ticket. That's what's confusing me. Everything I've found only shows doing it when closing the ticket. Possible?

[JRodney Estrada]

Eureka?

I found this which I think is what I need but I'm not sure. Is there anything I should be careful with if I perform these steps?

https://confluence.atlassian.com/adminjiraserver/advanced-workflow-configuration-938847443.html#Advancedworkflowconfiguration-transitionproperties

(highlighted in blue)

[JRodney Estrada]

Not sure what's happening but the post function (below) is not updating the resolution field per the instructions above. It still shows the system default resolution value. I reloaded the project page multiple times and create several Bug and Task issues.

Could it be a bug in Jira Software Cloud (Free)?

[Nic Brough -Adaptavist-]

I suspect you need to move it up two levels - set the resolution before creating the issue.

Although, I really want to question what you're doing.  Are you sure you want to be creating closed issues that need no further attention?

[JRodney Estrada]

HE SHOOTS! HE SCORES!

Below are the post functions in the correct order! Successfully tested on multiple tickets! Now the resolution is set to something that the manager wants when users forget to change the resolution when closing the ticket.

This has been a long journey, full of twists, turns, ups and downs. Times like these I remember the quote of my old zen master Patches... "If you can dodge a wrench, you can dodge a ball."

Thank you for sharing your knowledge and expertise!

@John Funk @Matt Doar @Mikael Sandberg @Am D  @Nic Brough -Adaptavist- @

1. Creates the issue originally.
2. The Resolution of the issue will be set to Cannot Reproduce.
3. Stores updates to an issue (no change history is created).
4. Re-index an issue to keep indexes in sync with the database.
5. Fire a Issue Created event that can be processed by the listeners.

[Nic Brough -Adaptavist-]

Excellent!

Are you really sure you want to be creating resolved issues though?

[JRodney Estrada]

@Nic Brough -Adaptavist- ,

The requesting manager said something about users forgetting to change the default resolution of "Fixed" to something else when they close tickets. So the manager thinks it would be better to have it show "Unresolved" (instead of "Fixed") if the users forget to change it.

I didn't want to question her process too much since I'm still new here.

[Nic Brough -Adaptavist-]

You really must question this one.  Your "fix" is making a complete nonsense of your tracking data.

The issues you are now creating are resolved.  Jira thinks they're ended and need no further attention.

You'll have fun stuff like the "created vs resolved" chart being a flat line as you're creating and finishing with the issue immediately.  You won't get these issues appear in the "assigned to me" gadget because they're done and the gadget ignores ended issues.  And so-on.

You should only be setting the resolution at the end of an issue's lifecycle, not as it's created.

I think you've stumbled into totally the wrong thing to do here.  Go back to the manager and explain that they're breaking all the data with this and you're going to have to look at something else.

[JRodney Estrada]

I'll push back lightly and see what happens

[Nic Brough -Adaptavist-]

Good plan.

I'm fond of a variation of what Roosevelt said:

"Speak softly (and carry a big stick)"

In this case, the big stick is probably "your reporting is nonsense", but that's never the right place to start a conversation about bad data!

[Nic Brough -Adaptavist-]

NO!

You should never have a resolution of "unresolved".  If you do that, you have broken all your reporting because you now have issues that are resolved and unresolved at the same time.

[JRodney Estrada]

Yikes! thanks @Nic Brough -Adaptavist- , I'll avoid that.

[Am D]

Hi JRodney, 

One way is to go in Issue Attribute settings and change the original value to new value by editing it if its system wise. 

If its project wise then It has to be via workflow post function. 

Regards, 

Amit K

[JRodney Estrada]

Thanks @Am D , I'm trying the workflow post function but so far no success.

[Mikael Sandberg]

Yes, you can add a post function in your workflow that sets the resolution.

[JRodney Estrada]

Thanks @Mikael Sandberg , I'm trying that but I'm missing a step or something because it still shows system default resolution value.