Vote fuction not working if my jira has a security level set

[Mimi Peters]

Hi there,

I have an issue type set with the security level so it has a padlock on the ticket. I noticed if it's a secure ticket, no one can vote for the Jira ticket. Any solutions for this?

Regards

MM

============

Thanks @Trudy Claspill 

We did have the Votes feature ON and the strange thing is all the people who have permission to browse and view that ticket (like myself) when try to vote, it got an error message displayed reading

We couldn't update your vote status

Check your connection, then try clicking vote again.

I think you might be right in terms of something to do with the permission but unsure what else I need to add. Perhaps something right to vote in the security level?

[Trudy Claspill · Accepted solution]

Hello @Mimi Peters 

I'm using a Free version so I can't directly test Issue Security.

However, in my research I came across the documentation for adding votes via the REST API. According to that to add a vote to a secured issue requires the voter to have the Browse Projects permission in the project, and be assigned to the Issue Security Level that is assigned to the issue. Are those conditions being met in your scenario?

[Mimi Peters]

Thanks @Trudy Claspill 

We did have the Votes feature ON and the strange thing is all the people who have permission to browse and view that ticket (like myself) when try to vote, it got an error message displayed reading

We couldn't update your vote status

Check your connection, then try clicking vote again.

I think you might be right in terms of something to do with the permission but unsure what else I need to add. Perhaps something right to vote in the security level?

[Trudy Claspill]

Hello Mimi,

Can you provide details about the issue security level you have assigned to the issue, and the details of the Permission Scheme for the project?

I want to try to recreate the issue in another Cloud instance.

[Mimi Peters]

Thanks Trudy, attached the settings and see if you can figure what is missing?

[Trudy Claspill]

Hello Mimi,

Thank you for the additional information.

Unfortunately the print in the Permissions Scheme image is too small to read, and zooming in makes it too blurry to read. Can you provide that in sections in multiple images?

Also, through which of the Users/Groups/Project Roles of the Level 1 security level are you gaining access to view the issue?

Have you confirmed that you can vote on issues in this project if there is no security level assigned?

[Mimi Peters]

Hi Trudy,

Yes I can confirm we can vote on issues in this project and somehow only the secure one has the issue.

Indeed I can see the image got compressed and lost resolution. I search for "vote" and the only thing related to this topic is only here and I got all the relevant group in already so very strange.

---

[Trudy Claspill]

I am at a loss to determine root cause.

I recommend you have a Jira Administrator contact Atlassian Support directly to get additional assistance.

Please report back here what you learn.

https://support.atlassian.com/contact/#/

[Mimi Peters]

sure I sent my question this morning already. One thing I noticed though its not really related to security level as I found out a couple of ticket with same level but on issues not voting. It makes me think it might be to do with the reporter? Anyway see what they said.

[Mimi Peters]

@Trudy Claspill 

Hi Trudy,

Mystery solved. The reason why I cannot vote is simply due to the ticket was closed before and I got a rule to put to "Resolved" so currently even if the ticket is now reopen, Jira still think its closed so not allow to vote.

We just need to be mindful not to close by error.

[Trudy Claspill]

Thank you for sharing, @Mimi Peters !

To avoid that in the future, check the Transitions in your Workflows.

Transitions to green/Done statuses should have a Post Function to set the Resolution field (or a Transition screen to allow the user to set it).

Transitions to all non-green/non-Done statuses should have a Post Function to clear the Resolution field.

[Mimi Peters]

Hi Trudy,

Thanks. I got this one, is there a way to simply adjust this rule and not creating a new rule to change the ticket from Closed to Open? 

[Trudy Claspill]

You need to clear the Resolution field, not set it to "Open". If the Resolution field contains any value then the issues is considered "resolved" (for purposes that look at the Resolution field). It is only when the Resolution field contains no value at all that the issue is considered "unresolved".

When you put the Resolution field on a screen you are required to set a value for it. If you have the field on your Create Issue or Edit Issue screens, you will be required to fill in the field, which would then make the issue appear always to be Resolved.

You can't use Automation to clear the Resolution field without adding it to the Edit Issue screen. And once added to that screen, then you are forced to actually fill in a value.

So, to clear the resolution field you need to instead do that through Workflow Transition Post Functions.

[Mimi Peters]

Hi Trudy,

Am I understanding correctly, you mean to replace using automation with workflow transition post functions? How does it work?

Would you mind send me a sample or screenshot of how to do it?

Many thanks,

MM

[Trudy Claspill]

Yes, I am saying set/clear the Resolution field through the Transitions between statuses in the Workflows, rather than managing it with Automation Rules.

Do you have experience editing Workflows?

Here is the home page for the documentation:

https://support.atlassian.com/jira-cloud-administration/docs/create-and-manage-issue-workflows-and-issue-workflow-schemes/

Specifically you would be modifying the Post Function for each transition within each workflow used by issues in the affected project. Information on Post Functions can be found here:

https://support.atlassian.com/jira-cloud-administration/docs/configure-advanced-issue-workflows/#Post-functions

As an example, any transition to a green/done status would include a Post Function like this:

And any transition to a not-green/not-done status would include a Post Function like this:

[Mimi Peters]

Great, I am testing now.

What is the difference if I set the resolution to "Done" or "Closed" my objective simply want to get this chart working so it will count all my green status tickets as Resolved in this chart.

Before I got the automation rule in place, every time when a ticket is in green status (Rejected, Done or abandoned) it wont appear in this chart. If I can set this up in post function that would be ideal

[Nic Brough -Adaptavist-]

The actual value of the resolution is not important. 

You could call your Resolutions done, complete, deaded, duplicate, Bob, Kevin, Stuart, Mr Flibble, or even "unresolved", and the issue will be seen as "resolved" by Jira.  It's a simple "filled or clear" binary flag.

[Trudy Claspill]

Some teams use just one green status with the name "Done" and then use various Resolution values to specify the nature of "Done"; done because Cancelled, done because Completed, done because "Won't Do".

Other teams choose to use various green statuses with unique names and just one non-empty Resolution value. But as Nic said, for purposes of that report noting Resolved issues all that matters is that the Resolution field is set to any value.

[Mimi Peters]

Interesting concern of using just 1 green "Done" but how do you instruct Jira to point to various Resolution values to some said Wont do, cancelled etc?

As I have now "Abandoned" "Done" "Rejected" "Reopen" "ToDo" so setting all the post functions now one by one...

[Nic Brough -Adaptavist-]

Resolution is set in two ways:

A post-function sets a fixed resolution during a transition.  In your screenshots, I would recommend using "set resolution to abandoned" on any transition into the abandoned status.  Or "duplicate" if you have a "close due to duplicate" transition.

Transitions can have a screen associated with them.  If you put the Resolution on a transition screen, the human gets to choose from the list of resolutions.  It is not "mandatory" in Jira-speak, but there is no way for them to leave it blank.

The second is useful when you don't want loads of end-status in your workflows.  It's for doing things like "Status = closed because we fixed it", "Status = closed because we cancelled it", "Status = closed because we found a duplicate".   One neat end status, but with reporting on why it's at the end.

Never use both on the same transition - the post-function will destroy what the human chooses.

As an aside, you should never have any resolution names that mean "not done", it's misleading and breaks all your reporting.  Your "to do" resolution is absolutely not right, because it still means "resolved"/"done".  You should be clearing the resolution when going to a "to do" status of any type (and reopen is a bit suspect).

[Mimi Peters]

Thanks for the note Nic

I just realized one of my projects is "Team managed" there is no  "Resolution" field to set a rule to "Closed" and nothing like a post function... Is there a way to set a green status ticket to appear as Resolved in Team managed project?

[Nic Brough -Adaptavist-]

Yes, team-managed functions simplify this (and a lot of other stuff that makes them pretty much isolated, and not useful for an enterprise).

Go to the board and edit the column settings.  You can tick one of the columns to have them set a resolution automatically.  (There's a way to get many columns resolved, but it's best to not do this - just tick the very last column on the board and keep it simple)

[Mimi Peters]

Hi there, Strangely I cannot locate "column settings" in my team-managed board perhaps this config only for company-managed if I read this one https://support.atlassian.com/jira-software-cloud/docs/configure-columns/

[Nic Brough -Adaptavist-]

Sorry, it's "configure board" in TMPs - it'll take you to a screen called "columns and statuses"

[Mimi Peters]

Still not able to locate the configured board in TMPs, where could this hide? 

[Nic Brough -Adaptavist-]

Ah, this is a Jira Work Management project.  These do not have any column customisation options.

Unfortunately, there's (another) howling bug in TMP JWM projects - they don't set resolutions.

[Mimi Peters]

Thats a pity, Then I am puzzled how come when I got this automation rule enabled, it will then work and it will set the resolution to "Closed" to switch the automation rule then 

[Trudy Claspill]

The Resolution field exists for the issues in a Work Management project, but the project does not include functionality for setting the field automatically. So, you can still use Automation to set the field for issues in that type of project.

[Mimi Peters]

Thanks @Trudy Claspill 

There is no other way than set the Automation rule? 

Or is there another chart that I can use to display things that are done vs created similar to this but without using the Resolution field? 

[Nic Brough -Adaptavist-]

This chart only works off the resolution field, as does a lot of the rest of Jira.

You always need to work with resolution in Jira, it's the second most important field the system has, and almost the entire system reports off it.

[Mimi Peters]

Thanks for the note Nic. In this case I hope Jira can get the resolution set up in Team managed project soon as so far I can only resolve this via automation.

[Nic Brough -Adaptavist-]

It is one of the weaknesses of TMPs, they really do need to start using the global fields properly (they are moving this way, but there's a long way to go)

[Trudy Claspill]

To summarize:

Created vs. Resolved chart depends on the Resolution field. If the field contains any value, the issue is considered Resolved. If it has no value, the issue is considered Unresolved.

We have learned that Voting is also disallowed when the Resolution field is set. Instead of being disabled, though, one can click the Vote button and one will receive an error message.

The Resolution field is available for all issue types in all project types; Team and Company Managed, Software or Service or Work Management.

In Company Managed projects the Resolution field should be set in the Workflows using a Post Function in each transition to a green/done status, or a Transition screen should be presented to allow the user to set the value. Additionally, the field should be cleared in all transitions to a not-green/not-done status.

In Team Managed projects there is not a Workflow option for managing this. When a Team Managed project is created, you should see a green checkmark at the top of the right-most column indicating that issues in that column will automatically have their Resolution field set. The green checkmark should appear automatically in for a column that has a green/done status mapped to it. (I did not find a way to force the green checkmark to appear.) When the issue transitions to a not-green/not-done status the Resolution field should be cleared automatically.

CAVEATS:

The Work Management projects (Company and Team Managed) do not have any automation built in to set or clear the Resolution field (or the Resolved date/time field). This is noted in https://jira.atlassian.com/browse/JWMCLOUD-180

You can use an Automation Rule to set the Resolution field, but you can't use an Automation Rule to clear the Resolution field. This makes it difficult to manage the Resolution field for Team Managed projects where it cannot be forcibly managed via the Workflow and only set, not cleared, via Automation. This is noted in https://jira.atlassian.com/browse/JSDCLOUD-8523

[Mimi Peters]

Many thanks for the time to explain, all well noted. It’s great for my team to  discover the post function as it saved me setting up a separate automated rule.

I will vote both tickets that are in demand. 
Happy to close off this issue.

[Praveen D_Souza]

My issue is Open and we cannot vote on it. We get the same error message 

"We couldn't update your vote status

Check your connection, then try clicking vote again"

What the other field that need to be set in order for us to vote on an issue?

Thanks

[Trudy Claspill]

Hello @Praveen D_Souza 

The space next to the OPEN status button is where the value of the Resolution field displays. If the field contains ANY value, regardless of what that value is, then the issue is considered Resolved and you cannot vote on it.

When the Resolution field is empty then absolutely nothing will show in that space, like this.

The fact that you see a value there, and there is a green checkmark, indicates that the Resolution field does have a value in it. Therefore, Jira considers the issue Resolved.

It looks to me like your administrators have added the Resolution field to your Create and/or Edit Issue screens. It should never be on those screens. When the field is included in the screen Jira forces you to select a value. The only screen that field should be on is a screen associated to a Workflow Transition to green/done statuses.

You need to clear the Resolution field to enable Voting on a not-done issue. For a Team Managed project the only way to do that is for the issue to be transitioned to a not-done status. For a Company Managed project you need to ensure that the workflow transitions to not-done statuses are clearing the Resolution field as a Post Functiion.

You cannot manually clear the field in the UI.

[Praveen D_Souza]

Hello @Trudy Claspill 

Thanks for the response and you are correct the Resolution filed was on the Create screen.  I have taken that out and it for new issues I dont have this problem. For existing issues I am still trying to figure how to fix it since the Resolution field is set and there is no way to clear it. Any suggestion welcome.  Ours is a company managed project and I do have Admin right, so assuming I need to create a post function to clear the resolution. 

Thanks

Praveen

[Trudy Claspill]

Yes, you need to modify your workflow(s) so that every transition to a green/done status sets the Resolution field (or has a Transition screen where the users sets the Resolution field), and every transition to a not-green/not-done status clears the Resolution field. 

Then you will need to transition each of the issues that have the Resolution improperly set to a Status that will clear the field.

[Praveen D_Souza]

@Trudy Claspill Thanks for your help.  This is what I did.

1. Created a new workflow with an additional step and a  post function that clears the resolution field.  

2. Moved all issue to this new workflow

3. Did a bulk change to transition issues to this new state

4. Now we can vote on the issues. 

Note: Work on this on a temp project

Issue resolved.