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Reopening ticket is not clearing resolution

Audrey Bay_5zseki

We are using a JIRA simplified workflow and the post-function to clear resolution when any ticket is moved from done is already added, and in the first position. I'm cleaning up some tickets that had the wrong resolution so I'm moving them from Done to To Do and then closing them with the appropriate resolution, ie. Cannot Reproduce, but when it closes, the resolution still shows as Done. I can see in the history that the correct resolution is there, but it's not saving it.

Accepted answers

Avinash Bhagawati _Appfire_

Hi @Audrey Bay ,

It is because you may have post function called The Resolution of the issue will be set to Done in Close Transition.

Please check your close transition post function.

Screenshot 2019-11-05 at 12.55.42 AM.png Thanks,

Avinash

All comments

Hernan Halabi - Elite IT Consulting Group

Hello @Audrey Bay , could you send a couple of print screens so I can review in more detail what you're saying. It would be good to have a print screen from the history tab of one of those tickets

Audrey Bay_5zseki

@Hernan Halabi - Elite IT Consulting Group This is what shows up in the history when I do this (see second photo) Screen Shot 2019-11-04 at 1.21.34 PM.png Screen Shot 2019-11-04 at 1.22.08 PM.png

Then, this is what shows in JIRA after I have hit the "Done" button even though I chose Descoped as my resolution.

Screen Shot 2019-11-04 at 1.22.20 PM.png

Avinash Bhagawati _Appfire_

Hi @Audrey Bay ,

It is because you may have post function called The Resolution of the issue will be set to Done in Close Transition.

Please check your close transition post function.

Screenshot 2019-11-05 at 12.55.42 AM.png Thanks,

Avinash

Audrey Bay_5zseki

Screen Shot 2019-11-04 at 1.29.42 PM.png

Hernan Halabi - Elite IT Consulting Group

From The history tab we can see that the resolution is set but afterwards you have a poat function that changes it to done.

You need to edit the workflow and remove the post function

Avinash Bhagawati _Appfire_

Hi @Audrey Bay ,

Remove post functions associated with resolution and publish the workflow.

Try now and it will work as expected.

Thanks,

Avinash

Audrey Bay_5zseki

@Hernan Halabi - Elite IT Consulting Group I posted a screenshot of my post-functions above and I do not have a post-function that sets it to done, it is supposed to clear it.

Audrey Bay_5zseki

@Avinash Bhagawati _Appfire_ I tried that, but when I reopen, the resolution doesn't clear at all.

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