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:

  1. Select Settings in the top right of the screen > Issues > Workflows;
  2. Find the workflow you want to modify, then select Copy.
  3. Enter a new name and description, then select Copy. Keep the name of this Copy, it will be helpful to perform other steps.
  4. The screen will load with the Copy you have just made. You will be able to edit this one.
  5. Select the option "Add transition" then fill in the details.
  6. 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:

  1. Select Settings in the top right of the screen > Issues > Workflows Schemes;
  2. Find the workflow scheme used by this project and select the Edit option under Actions.
  3. Select the Add Workflow dropdown and select the Add Existing option.
  4. Find the Copy of the workflow that you made previously, then select Next.
  5. Assign this workflow with the right issue type, then select Finish.
  6. Remember to publish the draft to save your changes. 


For more on managing workflows, check out these resources

Work with issue workflows

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. 

Last modified on Jan 22, 2025

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