We're having an issue with our Service Desk project. Resolution status stays as "Done"

[Irma Mesa]

We created a new service desk project and we added a function from In Progress to Resolved and we see the Resolution status showing as "Done" but now when Reopening the ticket the Resolution status remains as "Done" when it should go back to Unresolved.

How do I fix this so that when choosing Reopened the Resolution status changes to Unresolved?

Screenshot: https://cl.ly/2O2t3g0h1q0P

[Aswin Achuthan]

Hi @Irma Mesa In workflow Resolved -> Reopened transition, add "Clear issue field value" and select "Resolution" in the post condition. Make sure to check this for other transition as well to avoid this in future

[Irma Mesa]

Thank you! We'll give this a try and post back here if it worked.

[Irma Mesa]

@Aswin Achuthan tried that out - screenshot here https://cl.ly/020R1a2J2t28 but the resolution is remaining as "Done" from Resolved > Re-open

Anything I'm doing wrong here? Made sure to publish this as well.

[Aswin Achuthan]

This will apply only for future transitions. To fix current issue,

• Add a temporary transition(say "Fixing resolution") from Reopened -> Reopened and add "Clear issue field value" and select "Resolution" in the post condition for this transition.
• Click "Fixing Resolution" transition from the issue. (Use bulk transition option if you want to disable email notification for this transition)