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

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

Purpose

By default, when an issue is reopened, it won't remove the resolution value and the issue will become on a state where it is opened but when a resolution set, so it must be cleared while reopening. This is important because many reports/filters could be inspecting for the presence of a Resolution to be considered resolved.

Solution

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;
  4. Navigate to the pop-up and click on Post Functions, then click Add post Function;
  5. Add the Clear Field Value event as a post-function;
  6. Select the resolution field and click add;
  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 > workflow;
  2. Copy the name of the desired workflow;
  3. Navigate to https://<InstanceDomain>.atlassian.net/secure/admin/workflows/ListWorkflows.jspa;
  4. Copy the workflow. Learn More here
  5. Add the new transition. Learn More here
  6. Follow steps 4, 5, 6, and 7 above.


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

In order to set the resolution to the already closed incidents, 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.

Description

By default, when an issue is reopened, it won't remove the resolution value and the issue will become on a state where it is opened but when a resolution set, so it must be cleared while reopening. This is important because many reports/filters could be inspecting for the presence of a Resolution to be considered resolved.

ProductJira
PlatformCloud
Last modified on Oct 31, 2020

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