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  1. Jira Service Management Data Center
  2. JSDSERVER-3701

As an admin, I want Service Desk Automation to be able to resolve issues when a condition is met

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    • We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning our product roadmap. To understand how this piece of feedback will be reviewed, see our Implementation of New Features Policy.

      NOTE: This suggestion is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding suggestion.

      Problem Definition

      Currently it is not possible to set resolution using Service Desk automation

      Suggested Solution

      Add the functionality to automate resolution when is condition is met

      Workaround

      This should be possible using JIRA Automation add-on: https://marketplace.atlassian.com/plugins/com.atlassian.plugin.automation.jira-automation-plugin/server/overview. The following guide will help you configure JIRA automation add-on to achive this: https://confluence.atlassian.com/display/JIRAKB/Using+JIRA+Automation+Plugin+to+close+an+Issue+will+result+in+an+unresolved+closed+issue

            [JSDSERVER-3701] As an admin, I want Service Desk Automation to be able to resolve issues when a condition is met

            Pluton added a comment - - edited

            Issue appeared for us when using "update incident when linked problem transitions". We wanted to resolve incidents when linked issue is also resolved and released. We wanted to trigger transition which moves incident to resolved status however there is not option to update resolution status in rule options and we were left with many issues with missing information. We know now about workaround but that force us to add additional artificial transition to fix resolution (using automation plugin). We would be glad to have this option presented in Service Desk automation feature for clarity sake.

            Pluton added a comment - - edited Issue appeared for us when using "update incident when linked problem transitions". We wanted to resolve incidents when linked issue is also resolved and released. We wanted to trigger transition which moves incident to resolved status however there is not option to update resolution status in rule options and we were left with many issues with missing information. We know now about workaround but that force us to add additional artificial transition to fix resolution (using automation plugin). We would be glad to have this option presented in Service Desk automation feature for clarity sake.

              Unassigned Unassigned
              mriza Mohamed Riza (Inactive)
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                Created:
                Updated: