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 be in a state where it is opened but with a resolution set; causing unwanted behaviour. Jira considers issues with resolution set as "Resolved issues". That means, some Jira gadgets will treat these issues as Resolved.  Due to that, it must be cleared while reopening. This is important because many reports/filters could be inspected 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;
    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 > Workflow;
  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 Mar 13, 2024

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