Created a rule to reopen Done tickets but "Resolved" field not clearing

[Dan Langenberg]

I have setup a rule that reopens tickets in the "Done" category when a customer/Reporter adds a comment. The automation functions great and reopens the tickets. 

The problem is that the "resolved/Resolved Reason" field does not clear. 

After digging I discovered that I need to add a post function in the transition step. I have done that by adding the post function that will clear the resolved field. It is not working. 

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[Lacy Saute]

Hi Dan! In your post function, change from Resolved to Resolution and that should fix it. Resolved is the date/time a work item is resolved.

[Dan Langenberg]

ok, thanks for the tip. I will go make the change and then let you know if it works

[Dan Langenberg]

@Lacy Saute 

The Resolution Field is still not clearing out. Any other ideas?

[Marc - Devoteam]

Hi @Dan Langenberg 

Are you editing the correct workflow, make sue that its the workflow related to the work type

[Dan Langenberg]

Good point @Marc - Devoteam
I am editing the correct workflow

[Lacy Saute]

@Dan Langenberg Do you happen to have a custom field called Resolution? Do you see two options for Resolution when selecting in the post function?

I compared to a workflow that I know works and noticed the wording is slightly different. Mine reads: The Resolution of the issue will be cleared.

So to test, I created a custom field called Resolution and added that in the post-function, it shows your wording. Screenshot comparing the two (1 is a resolution custom field, 2 is the actual Resolution)

[Dan Langenberg]

I tried this and thought it was the fix but the field is still not getting cleared

[Marc - Devoteam]

Hi @Dan Langenberg 

Can you show your full workflow and are there more then one all transitions or other transitions to status Waiting for Support?.

For the issue what is the history of this issue, what status changes have been done on this issue?