Why can I move a Done ticket to back in Progress on some tickets but not others?

[jonah_grotz]

I need to move a ticket from Done to back in progress. For some tickets this is an option but for others it isn't. I can not figure out the difference between the tickets that would cause this. Ultimately this prevents being able to plan scheduled time in Tempo and would like to avoid opening another ticket to replace the one locked in Done. Thanks

[Trudy Claspill · Accepted solution]

Hello @jonah_grotz 

Welcome to the Atlassian community.

I can think of two possible reasons, off the top of my head.

1. Issues can transition based on their associated workflow. Each Issue Type can have a different workflow. If you notice this difference based on the issue type, then the reason could be because of different workflows, and in the one workflow there is simply no transition available from Done to In Progress.

2. Transitions can have Conditions that have to be met before the transition is available. In that case you may see that you can move one ticket back but not another that is the same Issue Type.

The only way to address either of these causes is for somebody with the appropriate permissions to modify the workflow. In a Team Managed project that can be done by a Project Administrator. In a Company Managed project that can be done only by a a user that has the global permission Administer Jira.

[jonah_grotz]

Thanks Trudy, right now we are using the same workflow across all Tasks/Issues so I don't think that is it but want to look more at Transitions. I have only been working in Jira for about 4 months and didn't get traditional training that would be super helpful so less comfortable with changing settings but I am going to look into that. I had assume that all of our tickets would have the same transitions but maybe not.

[jonah_grotz]

So it must be a Transition thing because I kept changing the Status and it eventually allowed me to remove the Done label and put back to whatever Status I wanted.

[Mikael Sandberg · Accepted solution]

Hi @jonah_grotz,

Welcome to Atlassian Community!

Are the tickets using the same issue type/workflow?  

[jonah_grotz]

Yes, same workflow and type. So I am wondering if it has something to do with Transitions like Trudy mentioned. Going to look into that. Thank you for responding.

[jonah_grotz]

Was finally abled to changed it after updating the Status to In Progress, then it showed the status I was looking for. So I am guessing a Transition issue.