Issue with reopened tickets

[Ted]

Hi everyone,

I am new to JSD and have an issue. When a user adds a comment to a closed ticket it reopens. When trying to put the ticket back in resolved status it only gives me the option to withdraw.

How can I fix it so in this situation so the resolved ticket can be put back into resolved status?

Thanks!

[Jack Brickey · Accepted solution]

likely you have an automation that is reopening the ticket so if you don't want that to happen disable this rule. Now to clean up those that have already reopened you will need to check your workflow (project settings > workflows) and ensure you have a transition from the current status to the Resolve status. Note - I don't know what "withdraw" is but it may very well be a transition out of the current status. If you could paste a screenshot of your workflow here I might be able to assist further if needed.

[Ted]

Thank you!