Clear Resolution on Transition to another status

[Matt Cabral]

Current Flow:

technician performs work>marks ticket as "closed" and provides a resolution>transitions to resolved automatically after a set period of time

Use case:

sometimes a technician will believe they have fixed the issue, close it, then the customer responds later saying it isn't fixed or it's happening again.  in this situation, i want to reopen the ticket as long as it has not reached the "resolved" status.  

I have created a transition from the "closed" status to our "waiting for support" status as this is how i want it to function when the ticket is reopened.  however, the post function to clear the resolution field does not clear the resolution field.  I also saw in one post that the resolved field needed to be cleared as well.  I tried adding that post function as well without success.

Is there a better way to accomplish this?  Am I using the wrong statuses?  everything i have read points to this method.  

[Mikael Sandberg · Accepted solution]

This should be pretty straight forward, here is an example of the post function from the default ITSM workflow that clears the Resolution field when moving from Resolved back to In Progress:

Just make sure that you set the Resolution field to None, that will clear it.

[Mikael Sandberg]

And also make sure that resolution is not on the screen if you have one associated with the transition.

[Matt Cabral]

That is the workflow transition in the first image.  I set it up just as it was described in other articles.  The second image is showing that the ticket in question did indeed transition back to waiting for support but the resolution is still set.

[Mikael Sandberg]

Is that transition the only one that you have between Closed and Waiting on support? And waiting on support does not allow transition to it from any status?

Try this, make a copy of the workflow and then change the workflow scheme to use the new workflow instead of the original one. On rare occasions changes to a workflow is not fully applied when you publish it, so by using a copy of it and changing the workflow scheme you are forcing a re-index. 

[Matt Cabral]

Technically, "Waiting for Support" accepts transitions from all other statuses.  The one in question is the only manually configured transition.  The rest are just out of the box transitions when you select "allow all statuses to transition to this one"

[Matt Cabral]

@Mikael Sandberg thank you.  the re-index seems to have worked.  i ended up having to redo some of my validators and post functions but the issue seems to be resolved now.