"Resolution name 'Fixed' is not valid (resolution)" error

[Irina Kalenik]

Hi everyone!

I'm trying to build a rule to auto-resolve issues in Help Center (Service Desk project) when the linked issue in another software project (DMOP) is Done.

And I'm getting an Error during the transition a Help Center issue to Resolved status:
"Resolution name 'Fixed' is not valid (resolution)"

The resolution I'm trying to set is "Done". We don't even have "Fixed" in the list.

Did anyone face this before? 

Thank you!

[Michael Andolfatto · Accepted solution]

Thanks @Irina Kalenik ,

Replicating this rule, I actually run into a different error where Automation is unable to set the Resolution field properly even when putting it on the edit screen (which is not a best practice)

To workaround this issue, you could add a global transition on the Resolved status in your FHC workflow, with a condition on it to only allow the addon to see it, as well as a post-function to set the Resolution to Done. Then, only specify your automation rule to execute the global transition but not set a Resolution.

[Irina Kalenik]

Thank you @Michael Andolfatto  for the advice!

I've tried to apply all the tips mentioned and also have found some interesting facts during the process:

1) if the transition doesn't have a screen, the rule works on the whole, and the occurring error is not critical (thanks for that)

2) if I add a screen to the transition, the rule doesn't work, and I get the original error

[Patricia Francezi]

Sounds to me that there is a required field in Resolve Screen. You need to investigate this screen. May be a custom field with the Fixed Value as a behavior /context.

[Irina Kalenik]

Hi @Patricia Francezi

Thank you for your attention! Well, the screen is super simple, not much to investigate: 

3 fields, "Resolution" is not a required one. "Fixed" is not among the Resolution values. No custom Resolution field in the Custom Fields list.

I also tried to create a new Resolving Screen just for the test, added only a Resolution field to it, and linked this screen to the transition. Got "Fixed" error again.

[Michael Andolfatto]

Hi @Irina Kalenik ,

For your transition on the FHC workflow to status Resolved, is there a post-function set up that is automatically trying to set the resolution to Fixed?

If possible, could you attach screenshots of the two workflows in question and your list of Resolutions?

[Irina Kalenik]

Hi @Michael Andolfatto !
Sure)

FHC Resolve transition

WF for DMOP

WF for FHC

Resolutions

[Patricia Francezi]

What are the details of post function 1?

Its setting an status....

[Irina Kalenik]

This is a default setting and it's not editable
https://confluence.atlassian.com/adminjiracloud/advanced-workflow-configuration-776636620.html