Close issue and resolve issue

[Prerak Parikh]

I have users setup as part of jira developer group, permission helper confirms that they have permissions to close and resolve issue but users are not able to. Close/Resolve issue option does not show up. Issue is assigned to the user and is also the reporter of the issue. Can you provide some insight on what the issue could when permission helper confirms that user has permissions.

[vkharisma]

The issue resolution is not defined by the workflow status but it is set in workflow post function. This KB article should provide a good explanation on how to do that.

https://confluence.atlassian.com/display/JIRAKB/Resolutions+Are+Not+Set

[Prerak Parikh]

Yes, I did set it as a post function but that also does not work. I just tested multiple times and it stays unresolved. Hasn't been a good experience so far using JIRA, I just signed 15 days ago.

[vkharisma]

Sorry, but it's hard to believe.. I'm pretty confident the post function is the one that rule the issue resolution on issue transition, unless, you configured something unusual.

The easiest way to do this is to compare the default workflow post function in close issue transition, which apparently, have been deleted / modified. Perhaps, you can upload your workflow.xml for me to have a look. see exporting workflow.

[Prerak Parikh]

I have attached export and a screenshot

[Prerak Parikh]

(CON- Simple Issue Tracking Workflow.txt)

workflow export ..

[Nic Brough -Adaptavist-]

Do you have a close/resolve transition in the workflow at all?

If you do have it, then check the conditions on it.

The permissions helper should be right in theory, but if it's telling you this should be working and you definitely don't get the options, you should check it all from the basics.

[Prerak Parikh]

I have a transition that changes the category to "Complete". I can't see a way to change the status, using the POST functions available I update the value of the Resolution field but can't find anything to close the issue out so it does not show on the dashboard

[Nic Brough -Adaptavist-]

This sounds very confused - you're asking about close/resolve not showing, but then say you have a transition that changes the category. What category? Transitions change status, not category? The only thing I can think of is that it sounds like you implemented your own status system using category instead of status, which is a complete non-starter and needs to be dumped.

[Prerak Parikh]

Yes, I had to implement my own status system because the default workflows that come with JIRA didn't suffice. The only part that needs to work is setting the issue to "closed' when the worklow goes in a status with a category - "completed". I guess this tool isn't able to handle this. All that is needed is a POST function to set issue to closed.

[Nic Brough -Adaptavist-]

It won't happen.

Why on earth have you done this? Why don't you just create your own workflows?

[Prerak Parikh]

Well, why should I have to create new workflows? and why can't I just modify the default workflows that come with JIRA and make them work the way we would want? I don't understand why is it a problem to modify the default workflows. I will figure out some workaround.. thanks for the help.

[Nic Brough -Adaptavist-]

Sorry, you are missing the point.

You've said that you've created your own status system - that's pointless because Jira still uses a workflow, and it is far easier to design your own workflows. You might as well use the built in stuff because it already handles what you need and it's far easier than bodging in some parallel status system and then having to create another set of workflows to support it.

You can't modify the default workflow, it serves as a good example/baseline, but there's nothing to stop you creating new ones. Most people start with a copy of the default and tweak it to suit them, but you can do what you want.

I guess I'm saying that I don't understand why you are not using Jira as intended. What's the need for "category" or the other stuff?

[Prerak Parikh]

Workflow ..........

[Prerak Parikh]

status .............

[Prerak Parikh]

I attached 3 screenshots. One is complete workflow that we need to use to support our business process, category and all that stuff is what I see when I add/edit a status so I am forced to use that to differentiate if the workflow is in progress or completed. With transitions it makes sense that I can define a to status and from status but with our custom status there is no way to mark an issue as completed.

[Nic Brough -Adaptavist-]

Ah, ok, that's really helpful for my understanding.

I think I get it all now, you haven't implemented a new system, just misunderstood the existing one. But I don't know what you mean by "with our custom status there is no way to mark it as completed". You set the "complete" category on that status, and ensure that all transitions into it set the resolution to something. That's how Jira sees an issue as done/complete.

[Prerak Parikh]

Yes all transitions go into the "complete" category, however the default System Dashboard does not filter any issues based on that "complete" status..those complete ones continue to show on the dashboard. Just need to "close" them so it goes away from the dashboard. Seems like it is way too convoluted for its own good

[Nic Brough -Adaptavist-]

It's the resolution. You need to set that in your workflow as you go into a complete status, and clear it as you leave.

"Resolution determines open/closed" is a bit of a bodge in my humble opinion - it made sense in Jira 1, but as things have moved on (configurable workflows, Jira Agile and now Service Desk) it's become increasingly irrelevant. Until it's addressed properly and that flag moved to something more useful (very much like the category in Agile, or better, a meta-status approach like service Desk), we're stuck with having to consider it in all our workflows.

Anyway. Let's take a proper look at your workflow - take one of the transitions, and list out ALL of the post-functions on it to begin with...

[Prerak Parikh]

Thanks for all the help. Will work on getting resolution to work using POST action.