Question about reopening a resolved tickets and its resolution

[Luis Cabezas]

Hello,

When a reply is made after a ticket is resolved, it adds "Waiting for Support", but the resolution remains what I set "Fixed". Is there a way to remove the resolution when its reopened?

Thank you!

[Nic Brough -Adaptavist- · Accepted solution]

Please don't say "resolution status" - resolution and status are two completely separate things in Jira, and it's not clear which one you are talking about when you use that phrase.

Your question is clear this time though, you mean resolution.  Standard practice is to have a workflow post-function that clears the resolution when you use a "reopen" transition.

[Luis Cabezas]

Cleaned up the question. How would I do a "post-function" that would clear the resolution? Thanks.

[Nic Brough -Adaptavist-]

Edit the workflow, and look for the reopen transition.  When you click on that, you'll get a box with several tabs - conditions, validators, post-functions and workflows. 

Use the post-function one, and you'll see a + for adding post functions near the top right.  Look for one called "update field value" and it will let you select "resolution" with a "none" value at the top of the list.

[Luis Cabezas]

Awesome! Thank you! It worked. I also created a REOPENED status in the workflow if a ticket is re-opened.