Resolution stays fixed after reopen

[Alexandre Phiev]

Hi,

I noticed that my support requests reopened do not clear the resolution field. So my customers are not able to filter for it in open cards. 

I do have a "Clear resolution" setting on the transition but that has no effect. 

[Alexandre Phiev]

It seems the "Clear resolution" setting is only applicable from the customer side of Service Desk. If I, as SD agent, do it from my side it won't work. 

I had to create a post function for that to happen. I followed this and it worked fine. 

https://confluence.atlassian.com/jirakb/clear-the-resolution-field-when-an-issue-is-reopened-in-jira-server-648381467.html 

[Alexandre Phiev]

Hi! Which logs are you mentioning here? How do I access those in JIRA Cloud?

[Joshua Sneed Contegix]

Hi Alexandre,

I would recommend copying the workflow, deleting / recreating the post-function that clears resolution, and associating the 'new' workflow with the issues. Other than that, this sounds like an indexing issue and you may want to contact Atlassian Support. Cheers!

[Mathis Hellensberg]

Hmm.. that should be the way to do it. Can you check and see what the log says?