Can I un-resolve an issue once resolved?

[Anita Keeler]

I have a project that I unfortunately created an edit function for the resolution field.  This has resulted in a large number of records which are active (per the status) but inactive (struck out and not present in any 'Open' filters)

I think I have tried most things including removing the Resolution code but to no avail I am afraid. I am on Jira Software, in the Cloud.  

Any suggestions would be very gratefully received.

[Anita Keeler · Accepted solution]

Thank you all for your suggestions, my mistake was making the resolution field editable, then when people were making any changes at all to an issue,  a value was entered into the resolution status which set the internal value to resolved.   It was a few weeks before I noticed the problem (its a project exception workflow).  Unfortunately that means I cannot easily pass the affected tickets through a bulk update and back again as they are all in different approval statuses. 

I guess the only sensible solution is to create the additional transition to the corrective status and back again, then pass the records through the process one at a time.  

I wondered if there was a shortcut I was missing but it seems I have just been a bit silly and need to get on with the fix :O).

Kind regards

Anita

[Patrick Ricciardi · Accepted solution]

In addition to the workflow changes mentioned by @Joe Pitt and @Jimmy Seddon you could set up a Bulk Change to update the resolution on all of the affected tickets. (Either by creating a transition that changes the resolution, or keeping the resolution editable.)

pat

[Joe Pitt · Accepted solution]

Yes. To to that you need to take it through a transition that CLEARS the resolution field as a post function. 

[Jimmy Seddon · Accepted solution]

Hi Anita,

Even though this link specifically talks about Service Desk I think it's the only way for you to be able to clear the resolution.

https://community.atlassian.com/t5/Jira-Service-Desk-questions/Un-resolving-a-ticket-in-Service-Desk/qaq-p/1036248

If you are not an administrator, you will need to have an Admin perform the workflow changes before you can clear the resolution field.

I hope that helps!

-James