How to Modify your Workflow to allow issues to be reopened
Platform Notice: Cloud and Data Center - This article applies equally to both cloud and data center platforms.
Support for Server* products ended on February 15th 2024. If you are running a Server product, you can visit the Atlassian Server end of support announcement to review your migration options.
*Except Fisheye and Crucible
Summary
This article provides a step-by-step guide on how to update your workflows to allow issues to be reopened.
Environment
Jira Service Management cloud.
Solution
Our starting point will be a default workflow for Jira Service Management, Problem Management workflow for Jira Service Management
The CLOSED status lacks an outgoing transition, preventing reopened issues. Let's fix this by adding a transition to OPEN status
Adding a "Reopen" transition
The goal is to add a transition from the CLOSED status to the OPEN (or any other status you desire) status to reopen the ticket.
To start, create a workflow copy due to editing restrictions on active/draft workflows. Follow these steps:
- Select Settings in the top right of the screen > Issues > Workflows;
- Find the workflow you want to modify, then select Copy.
- Enter a new name and description, then select Copy. Keep the name of this Copy, it will be helpful to perform other steps.
- The screen will load with the Copy you have just made. You will be able to edit this one.
- Select the option "Add transition" then fill in the details.
- After creating the transition, customize it to suit your needs.
After doing this, you will need to activate this copy workflow and associate it with the proper issue type/s. To achieve this, please follow the steps below:
- Select Settings in the top right of the screen > Issues > Workflows Schemes;
- Find the workflow scheme used by this project and select the Edit option under Actions.
- Select the Add Workflow dropdown and select the Add Existing option.
- Find the Copy of the workflow that you made previously, then select Next.
- Assign this workflow with the right issue type, then select Finish.
- Remember to publish the draft to save your changes.
For more on managing workflows, check out these resources
Configure advanced issue workflows
This is how your updated workflow should look like:
Advanced setup
Explore advanced use cases and their setup in your workflows:
Clear the resolution field after reopening an issue
When an issue reopens, it retains its resolution value. To avoid reporting confusion, clear the resolution during reopening.
You will find the details of how to do it in this article: Clear the resolution field when an issue is reopened in Jira Cloud
Allow Customers to reopen issues only within X days from resolution
Does your customer often reopen old issues? Set a reopening time limit to balance customer service and business needs.
This article will help you to only allow issue reopening within X days from resolution:
Allow Customers to reopen issues only within X days from resolution
Only allow issue reopening on certain scenarios
You might want to restrict issue reopening to the original reporter, certain groups, or only if certain conditions are met.
All of this can be done through Conditions and Validators.
Customize your workflow to your business needs with the help of these resources
Configure advanced issue workflows - Conditions
Configure advanced issue workflows - Validators
Contact Atlassian support if you have any questions.