Users unable to transition closed tickets back to open

[stuart_houghton_amnesty_org_uk]

Hi. I have set up a couple of service desk projects for different teams. In our main IT Helpdesk service desk, if a ticket is closed then anyone can go back in and transition it back to Open should there problem prove not to have been fixed.

In another service desk project I created for our Facilities team, that is not the case - only the original assignee of the ticket can set it as 'reopened'. The only difference I can see is that the IT desk is of type 'Service management' but the Facilities desk is 'Team managed service management'.

Is this something that can be changed as a setting or do I need to edit the workflow(s) for that project?

[Klaudia Schön_Deviniti_]

Hi @stuart_houghton_amnesty_org_uk

I believe that the problem here may be related to Workflow condition which is set on a specific transition which is not presented to specific users: https://support.atlassian.com/jira-cloud-administration/docs/configure-advanced-issue-workflows/

If that's not the case, please make sure that your workflow contains a specific transition between two statuses.

Kind regards,
Klaudia