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  1. Jira Service Management Cloud
  2. JSDCLOUD-9089

Resolutions set via post function are not detected by ROLEX for SLA conditions

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Details

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

    Description

      Issue Summary

      If you have a workflow post function configured to set a resolution on a closing transition any SLA metrics which have Resolution: Set as a stop condition will not complete as the resolution being set will not be part of the issue history which is used for SLA calculations.

      Steps to Reproduce

      1. Create a JSD project.
      2. Create a Workflow with a post function to set a resolution value on the closing transition of an issue.
      3. Create an SLA metric with a stop condition of Resolution: Set
      4. Create a test issue that is subject to this SLA.
      5. Resolve the issue.

      Expected Results

      The SLA timer should stop.

      Actual Results

      The resolution being set is not present in the issue history thus the SLA timer stop condition is never evaluated as being met.

      Workaround

      Remove the post function that sets the resolution and set it manually when closing an issue.

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              Unassigned Unassigned
              nwolfgang Battlebeard (Inactive)
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              Dates

                Created:
                Updated:
                Resolved: