Problems getting new resolution to appear

[Karen Muskett]

I've added a new resolution which shows on the admin page:

.../secure/admin/ViewResolutions.jspa

I've also added it to the workflow

but when I resolve an issue only the first 3 options show.  I can't find anything to indicate that I've missed something!  Any ideas?

[Jack Brickey · Accepted solution]

Why are you using an include property here? The only reason to do so is to limit the resolutions. I fully suspect that this is the root cause. Can you remove the include property and observe results?

[Karen Muskett]

This is how it was set up by my predecessor  - I think because we don't want all of the options presented in some projects

[Jack Brickey]

That is fine and you can certainly use it but you need to get it right so that you display what you want. My guess is that you do not have the correct values that represent the resolution values. To determine the correct values follow these steps…

1. go to your resolutions config - .../secure/admin/ViewResolutions.jspa
2. select Edit for the resolution that is missing 
3. click in the URL and the number at the end is the resolution ID

[Karen Muskett]

I tried removing the include property but the list remains restricted to the 4 items chosen in the include property

[Karen Muskett]

Thanks Jack - that is how I got the number to add.  Even though I'm sure that I am editing the correct workflow scheme any changes I make aren't reflected which imply I'm not :-(

[Jack Brickey]

You mentioned that you removed the include and still did not see the additional resolutions. So either you are changing a different transition than the one you removed the include from OR you did not publish the workflow.

if you remain stuck please provide screenshots as follows:

1. workflow with transition labels
2. edit screen for the transition in question here
3. properties where include was removed
4. transition screen with resolution options displayed

[Karen Muskett]

Thanks Jack - appreciate your help.  Just about to go into a meeting but will provide some screenshots when I'm done.  

[Karen Muskett]

Hi Jack.  I've tried again but I must be missing a step!  I can see why it's not working now but not how to fix it!

Here is the workflow I click on Resolve Issue (121) and then "View Properties" on that screen and it shows the transitions that I've deleted (several times): 

On this screen I can't add/edit/delete properties.

back to the Workflow screen, If I click on the View Properties on the last line (labelled Resolved(5)) then there is no value in the properties:

Thanks again

Karen

[Jack Brickey]

I typically work and diagram mode when editing a workflow as I find it easier to follow. With that said a couple of things to note here:

• Your transition to resolved (Resolve issue) has the following resolution IDs: 10200, 3, 10201, 10104 listed in the include property. What resolution values do these translate to and which resolution(s) is not showing in your resolve issue screen?
• Did you try to remove this include property (as a test) to see if all resolution values actually displayed?
• Are you absolutely sure that the issue you were testing on applies to the current workflow? Meaning if you happen to have more than one workflow is it possible that the issue is associated with an issue type that is not using the workflow that you're currently editing?

To be honest, I feel like we're overlooking something simple here but as I don't have access to your instance I really can't determine that.

[Karen Muskett]

Thanks Jack.  Not sure if I just needed to go away from it and start again but I have now successfully made this change.

Thanks again for your input and patience! :-)

Karen

[Jack Brickey]

Sorry not following your comment. Where do things stand at this point?

[Karen Muskett]

I have now successfully added my new resolution to the list and it is showing when I resolve issues.

[Jack Brickey]

Great!