要約

When working with the Resolution Field sometimes you may see that the Resolution is not shown as 'Updated" in the Issue History when Closing a Ticket. This can cause a multitude of issues because the Issue Event is required to register or formally update the field value. This can have a cascading effect with:

• SLAs continuing to run because the Resolution: Set Finish/Pause SLA Condition is not "met"
  • This causes issues with:
    • レポート
    • ダッシュボード
    • SLA Metrics on Jira Issues
    • Issue Filters on SLAs

But what causes this to happen? How can it be prevented?

診断

The Resolution is the Last Post Function Event in the list of Post Functions on the Transition to the Done Status Category Type (any Done/Green Status that closes the Issue and sets the Resolution).

原因

Since the Resolution is the Last Post Function Event in the list of Post Functions and after the Generic Event is triggered, the Resolution being set on the Jira Issue is not being added to the Issue History. This is because the Generic Event is the event that triggers the Issue History to be updated on the Jira Issue. Since it is fired before the Resolution being Set, the Issue History is not updated, causing the various issues mentioned earlier.

ソリューション

To solve this, simply move the Resolution Post Function up above the Generic Event in the list of Post Functions. This will ensure the Resolution is Set and the Post Function Events are included in the Generic Event that adds the Resolution to the Issue History.

Supporting Documentation:

• "解決状況" フィールドの使用のベスト プラクティス
• Essential Post Functions

  • すべての Jira のトランジションで、次のような基本的な事後操作が行われ、この順番で実行されます。

    1. 課題のステータスをターゲット ワークフロー ステータスのリンクされたステータスに設定します。

    2. トランジション中にコメントが入力された場合、そのコメントを課題に追加します。

    3. 課題の変更履歴を更新し、データベースに課題を格納します。

    4. 課題のインデックス再作成を行い、インデックスとデータベースを同期させます。

    5. リスナーが処理できる汎用イベントを発生させます。