change resolution value

[JamesM]

I closed a ticket and later realized additional work is required.  I re-opened the task, but the Resolution field still reads "Deferred", is it does not show up as an open ticket, or appear in reports.  And I don't want to see ALL deferred tickets.

How can I update the value in Resolution so I can continue working on it, and it appears in searches?

[JamesM]

That only works if these was in place BEFORE I re-opened the ticket.  But it wasn't.  What do I do now?  I need all the information and attachments on this re-opened ticket. This is just a value in a database: how can I update this?

[Jeremy Gaudet]

You would have to close it again, then re-open it. The answer is correct; if your "re-open" transition isn't clearing the resolution, then the issue is still resolved, and that's basically a bug in the transition. Well, depending on your needs; I have a re-open transition that doesn't unresolve, then I have a separate unresolve transition, so that "re-opening" has to be validated by the team.

[JamesM]

Or I can just clone the ticket, copying everything over to the new ticket. It's incredibly lame that the value of a database field CANNOT be modified; that an accidental closing of a ticket require changing a Workflow? If the answer to my question, "How can I update the value in Resolution so I can continue working on it, and it appears in searches?" is "you can't", you should have led with that.

[Jeremy Gaudet]

You can't, unless the workflow supports it. For example, you can add a "Change Resolution" transition from Closed to Closed, and include a transition screen with "Resolution". Or, yes, you can perform a direct database update, but then you'll have to re-index JIRA, or, at least, the project. This is not recommended.

[JamesM]

That's fine. Thanks.

[Dennis Poort]

I would like to add that the answer of Jeremy seems correct, and the way you reply about him having to start his answer in a certain way is really ungrateful. Respect the time people give you please.

[Chander Inguva]

Create a transition when you re-open to go to Open state and add a transition screen to pop resolution field.

Then add a post function to update resolution value to xyz when it is reopened.

Hope this helps

Regards

Chander Inguva

[JamesM]

For my reference: FOXWWW-398.