How to reopen issue in Jira?

[Teke Máté]

Dear Community!

We are relatively new to Jira, but made a huge progress thanks to the helpful community. However, we are stuck with a problem, that might cause long-term issues. I have read many articles and tried different methods, but the issue still persists.

So, all we would like to achieve, is that when an issue status changes to DONE, then the resolution also changed to Resolved. So far, we managed to implement this with automation. Here is how we did it:



Now, we would like the opposite. When a user adds a comment, our status goes back from DONE status to TO DO, and the Resolution goes back to Unresolved. The problem is, that it does not go back to Open issues, as the Unresolved field is a Resolution field. How should we set it up?

Here is my autimation that transitions the resolutions back to Unresolved. Now it is set so that a comment from a customer or anyone would set the resolution to Unresolved, but the best would be to change the resolution to Unresolved by changing the status. It is easy however, the only question is how to actually put the tickets to the open tickets.

Thank you very much in advance, I hope I managed to explain everything.

Máté

[Florian Bonniec · Accepted solution]

HI @Teke Máté 

I would use field value condition instead of JQL as it's more performant. In order to be able to reopen a ticket you need to have the transition in the workflow and you should be able to do something similar of what you already have for Resolved.

For Reopen I would add a post function that clear the resolution directly in the transition Reopen so you will not have to manage it in the automation. Same when resolving if the resolution is always the same.

Not sure to understand the requirement here, as I do not see the case where a tasks resolved will have to resolved all linked issues related to it. I usually start with few or no automation and when the process is mastered, I then add automation.

Regards

[Teke Máté]

Basically all we want to achieve, is when the status of the issue is DONE, then the resolution should also be Resolved. When the status of the issue is anything else than DONE (eg. TO DO, IN PROGRESS, etc.), then the resolution should be Unresolved (basically empty) so we could see the issue in the Open Tickets tab. 

Can you provide a step by step guide? It would be highly appreciated.

[Florian Bonniec]

In that case you need to add a post function that set Resolution value to Empty in any transition that go out of Done status. 

For anything that go in Done status you should set the Resolution to whatever you want.

[Jack Brickey · Accepted solution]

Hi @Teke Máté , is this a Company Managed Project? If so I recommend implementing this behavior in the workflow using Post functions on the transitions. Set to resolved for each transition into a done category status and clear the resolution field on an exit transition. With that said, you should be able to achieve using Automation though not my preferred approach. You would create a separate rule triggered on transition from done to any status and edit the resolution field and clear it.

[Teke Máté]

I am not sure what a Company Managed Project means. We are a company of ~500 people, with 3 agents.

Could you provide me a step by step guide? I am not sure if I ever used Post functions. The workflow we currently use for the Service Desk project is 

SD: Jira Service Management default workflow.

[Jack Brickey]

Hi @Teke Máté , there are a great many posts detailing this. Here is a quick search I did Post-function+set+clear+resolution . The basics are below:

1. project settings
2. workflows - edit your workflow in diagram
3. double-click on desired transition
4. add post function
5. choose set field value
6. choose Resolution
7. choose value to set

The clear resolution is similar operation. In Community posts you will also see mention of presenting the user with an option to select the desired value, e.g. Done, Won't do, etc. when moving to Done status which is often the approach I choose. But always use post function for reopening.

[Teke Máté]

It works like a charm!

Thank you very much, what a great thing I have just learned. Did not know this part of Jira at all, we always used automation for everything.

[Jack Brickey]

There is a great deal of power within the workflow editor: properties, conditions, validators, post functions. Check the documentation for details.

[Laurie Sciutti]

Hello @Teke Máté ~ glad that @Jack Brickey 's suggestion solved your issue (and it is usually the preferred method for setting and clearing Resolution).  One thing to note for future reference, if you need to set/clear the Resolution field in an Automation Rule that also includes a transition action, you must set/clear the Resolution in the same Transition issue action for it to work.  I ran into the exact same issue and this was the solution.  HTH