Details
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Bug
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Resolution: Duplicate
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Low
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None
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Severity 3 - Minor
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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
- Add the post function Update Field Value (Resolution) to the Resolve issue transition.
- Add a screen with the Resolution field to the same transition.
- Have an SLA that stops on the Resolution Set event. (The default "Time to resolution" SLA should do the trick)
- 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.
Attachments
Issue Links
- is duplicated by
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JSDCLOUD-5401 SLA is never stopped when setting resolution/assignee twice
- Closed
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JSDCLOUD-9089 Resolutions set via post function are not detected by ROLEX for SLA conditions
- Closed