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  1. Jira Service Management Cloud
  2. JSDCLOUD-7163

Setting a resolution twice will not stop resolution dependent SLAs

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Details

    • Bug
    • Resolution: Duplicate
    • Low
    • SLA
    • None

    Description

      Summary

      When an Agent moves an issue through a transition that has both a "Resolve Issue Screen" (or any other screen with the Resolution field visible) and an "Update Issue Field - Resolution", any SLA that depends on the "Resolution Set" event will not be closed.

      This is due to the resolution update not being present in the issue history.

      Steps to Reproduce

      1. Add the post function Update Field Value (Resolution) to the Resolve issue transition.
      2. Add a screen with the Resolution field to the same transition.
      3. Have an SLA that stops on the Resolution Set event. (The default "Time to resolution" SLA should do the trick)
      4. Create and resolve an issue.

      Expected Results

      The Time to resolution SLA will stop ticking, and the resolution change will be present in the issue history.

      Actual Results

      The SLA will continue running, and no record of the resolution will be populated in the issue history

      Notes

      In case both the post function and the screen set the same value to the resolution field, nothing will be logged on the issue history. However, if a different value is set, the history will register the change but will still miss the entry from resolution "empty" to the one set by the transition screen.

      Please check the screenshot below for a better picture of the issue.

      This bug is similar to two different ones: JSDCLOUD-4038 and JSDCLOUD-6193.

      Workaround

      Remove either the resolution field or the post function from the transition context.

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              Unassigned Unassigned
              pjunior Paulo Junior (Inactive)
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              Dates

                Created:
                Updated:
                Resolved: