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Bug
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Resolution: Won't Fix
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Medium
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Severity 2 - Major
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NOTE: This bug report is for JIRA Service Desk Cloud. Using JIRA Service Desk Server? See the corresponding bug report.
Issue Summary
If a user resolves an issue in Service Desk and sets a resolution, if the workflow also contains a post function to set resolution, the SLA for the issue would not stop running.
Steps to Reproduce
- Create a Service Desk Project.
- Modify the workflow for the project created above.
- Add a post function of type update field to resolve issue transitions.
- Select option Resolution and Select any of the available resolutions.
- Save the workflow and publish your changes.
- Create a ticket in the project.
- Resolve the ticket through the Agent view.
NOTE
This is only reproducible if the transition the agent uses to close the request includes a screen where the resoulution field is set
Expected Behavior
JIRA would set the resolution and stop the SLA.
Actual Behaviour
JIRA would set the resolution but it would not stop the SLA.
Workaround
Remove either the post function or the field from the screen (or the screen completely from the transition).
- duplicates
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- Long Term Backlog
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- is related to
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- Closed
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As also described in
JSD-4038we believe that the correct fix for this problem is to remove the resolution field from the screen of the issue transition, as the value will be overwritten by the post function.