Failed to update Resolution for Closed tickets

[Terry Zhang]

We have a Jira Service Management project which we had some issued before and many Closed tickets have Resolution = Unresolved showing in the queue. To fix that, I created an automation rule to search for all Closed ticket then update the Resolution field to Done. But when I run the rule, I see the following error.

How can I fix this?

[Jack Brickey · Accepted solution]

Can you share your automation details? I ran into a similar issue where I was setting a field within another action. I broke the field edit out and it worked.

[Terry Zhang]

Yes, here it is

[Jack Brickey]

It looks clean. I wonder if you have closed issues as non-editable. Can you manually update the resolution on a closed issue? 

might I ask why you are using automation here? You might be interested in the info in this old post - How-do-I-set-resolutions-on-Closed-issues 

[Terry Zhang]

How do I manually update the resolution on a closed issue? I open the issue but I don't see the resolution field anywhere so I am not sure how I can update it.

I use automation here because I have about 400 closed issues with resolution = resolved and I want to fix them in bulk.

[Jack Brickey]

Please review the other post and see if it can explain and resolve your issue.   What is important is that you correct your current workflow to prevent going forward and the clean up the old closed issues.

[Terry Zhang]

Yes, I believe I have the workflow fixed and I do have a screen in the transitions. But for a Closed ticket, I don't see a way to update the resolution directly.

I have to reopen the ticket then resolve and close the ticket again. And now I can see the ticket has a "Done" resolution.

Now how can I bulk update 400 closed tickets for this?

[Jack Brickey]

Wake up. You can create a temporary "loop transition" in your workflow.

1. Edit the workflow - project settings > workflows
2. On your done or closed status create a new transition that exits and re-enter's that status. Give it a unique name. On that transition add a post function to set the resolution as desired.
3. Publish the workflow
4. In the advanced search for issues screen enter the following JQL - project = XXX and statuscategory = done and resolution is empty
5. Use the bath edit feature to transition all of the resulting issues using this new transition that you created
6. Once you are done you can remove that temporary transition from your workflow

[Terry Zhang]

Perfect, that worked. Thank you so much!!!