Un-resolving a ticket...in Service Desk

Andrea Landwehr

Morning! If I have a ticket that was resolved, how can I un-resolved it if it's reopened? I have workflows in place so you can change the status back to something that is open, but the field called Resolved always stays as "done". If we reopen a ticket, I want that to be cleared. 

Can anyone tell me how I would remove the resolution?

Manon Soubies-Camy

Hi @Andrea Landwehr

You can clear the Resolution field using a post function:

1. Edit your workflow
2. Select the transition reopening the issue
3. Click on Post functions
4. Select "Clear Field Value" > Resolution:

And then publish changes.

You should add this post function to each transition reopening the issue. Here's a link to the documentation if you're not sure how to add a post function to a workflow: Adding a post function.

Hope this helps!

- Manon