Immediate resolving when creating issue inside Jira SD

[Kerli Loopman]

When agents create issues themselves, they can choose different fields to add but can't choose status. Sometimes agents create already resolved issues like issues that came through phone calls or walk-in clients and resolved immediately and sometimes not. Is there any workaround to make it possible to resolve issue already while creating it so we wouldn't have to go to view issue and change status manually? 

[Ismael Jimoh · Accepted solution]

Hi @Kerli Loopman 

There is no way of achieving your request simply.  All solutions that come to mind would require the issue be created first before a resolution is set.

You could:

• Create an automation rule that closes tickets raised by an agent if a specific custom field value is met for example.
• If you have scriptrunner add-on, you could use the fast track transition and add some context and conditions for when the issue should be resolved.

However as you can see from the above, there are no direct ways of simply transitioning an issue or setting the issue’s status on create. This always has to happen after the issue has been created.

Let me know if you need further clarification with either of the above.

[Kerli Loopman]

Thank you. I believe we just have to decide now whether to make a custom field and use that solution or still do everything as before - manually.

[Kerli Loopman]

@Ismael Jimoh 

Can you help me to set the automation? If I made custom field called "Lahendatud" and it equals "yes" it should autoresolve issue, but i cant find that opportunity in automation.

[Kerli Loopman]

Never mind, found it and testing now :)