Can a ticket be "undone"

[Andrew Smith]

Once a ticket is marked as "Done", can "Done" be removed if/when it's reopened?

[Joseph Chung Yin · Accepted solution]

@Andrew Smith -

Welcome to the community.  I am assuming you are referring to the Resolution value of the issue or the WF status of the issue.  If so, then "Yes".  You will need to check the WF associated with your request issue (the WF used by the issue type associated to your request type) - In the WF, you will need to ensure that there is a transition between the terminal status (i.e. Closed) back to another status (i.e. Waiting for Support).  If the transition is not there, then you will need to modify the WF and create the transition.  When you create the transition (if needed), make sure that you have a post-function to clear out the Resolution field value.

This will allow you to re-open the issue in question with both the status and resolution values to be set correctly.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

[Andrew Smith]

Great, I'll give it a try.  Thanks!