Clear the resolution field when an issue is reopened in Jira Cloud

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Platform Notice: Cloud - This article applies to Atlassian products on the cloud platform.

Summary

Reopening an issue in Jira doesn't clear the resolution, leading to inconsistencies in reports and gadgets, as Jira still considers the issue resolved.

Understanding the Resolution field

Jira considers issues with a resolution set as "Resolved issues." That means some Jira gadgets will treat these issues as Resolved even if they are under a TO DO or IN PROGRESS status. 

To learn more about the Resolution field, please review the documentation:

Clear the Resolution via the Workflow post function

The Resolution field is typically cleared by setting a post function in the workflow transition you'd like to have this occur.

In case you already have a reopen transition, follow the steps below:

  1. Go to the Project Settings > Workflow.
  2. Edit the desired workflow.
  3. Find the transition that will reopen the issue and click on it.
    A workflow diagram showing the transition of an item from In Progress to Resolved and back. The Back to in progress transition is highlighted, and the properties panel on the right shows six post functions associated with this transition. Other statuses in the workflow include Waiting for Support, Waiting for Customer, Escalated, Pending, Canceled, and Closed.
  4. Navigate to the pop-up and click on Post Functions, then click Add post Function.
    Configuration screen for a workflow transition named Back to in progress that moves an item from Resolved to In Progress. The screen displays five existing post functions, which include setting the issue status, adding a comment, updating change history, re-indexing the issue, and firing a generic event. There are options to add more post functions. The screen also shows zero triggers, conditions, and validators for this transition.
  5. Add the Clear Field Value event as a post function.
  6. Select the Resolution field and click add.
    1. Note - If the Resolution field is not listed in the list of values, searching for it by typing the first few letters will bring it up.
    2. Other fields can be selected if you want their value to be cleared when the transition is executed.
    3. You can add multiple post-functions, one for each field value you want to clear.
  7. If you edit an active workflow, remember to publish your draft afterward.

In case you don't have a reopen transition, follow the steps below:

  1. Go to the Project Settings > Workflows.
  2. Copy the name of the desired workflow.
  3. Navigate to https://<InstanceDomain>.atlassian.net/jira/settings/issues/workflows.
  4. Locate the desired workflow > Click on the three dots icon (•••) > Copy.
  5. Add the new transition. You can learn more about it here.
  6. Follow steps 4, 5, 6, and 7 above.
  7. Activate the workflow.


The already closed incidents will not be affected by that new post function

In order to set the resolution to the already closed tickets, follow the steps below:

  1. Add a transition from the affected status to itself called Fix Resolution.

  2. Follow steps 4, 5, 6, and 7 above.

  3. Using a Bulk Operation to edit those issues using the Fix Resolution transition. This will set the field to the selected resolution.


Last modified on Dec 11, 2024

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