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How do I (Administrator) reopen a closed ticket?

Yossi Geretz

Once of my agents marked a ticket as closed. No, the work is not done satisfactorily. I want to re-open the ticket.

However, when I drop down the Status button, I see the following: You don't have permission to transition this issue.

Hmm. I'm the overall Administrator. I set up this account, I set up this Helpdesk. How can I not have permission?

Please help. Thank you!

Accepted answers

Yossi Geretz

This ticket seems to have gotten caught in some inconsistent state, possibly because its workflow predated the new workflow rules which I put in place? In any event, no one is able to reopen this ticket, not even the agent who originally closed it. Here's what I did to work around this problem.

1. I cloned the ticket.

2. I verified that the newly cloned ticket shows the expected behavior.

3. I deleted the original ticket.

4. I renamed the clone ticket - removed the term 'CLONE' from its subject / title.

All good now!

All comments

Zoryana Bohutska _SaaSJet_

Hi @Yossi Geretz

As I know you need to change your Jira Service Desk workflow https://support.atlassian.com/jira-core-cloud/docs/build-the-workflow-you-need/.

You should change flow in such a way that each ticket could go from Done status to To Do.

Hope it helps

Yossi Geretz

Hi Zoryana,

Here is my workflow. It appears to me that all statuses can transition to Reopened, so I still can't understand why it's not working for me.

Jack Brickey

Can you check the Reopened transition for any Condition that might explain this? For example maybe only the Assignee can do this.

Yossi Geretz

Hi Jack, I'm not sure what you mean - I am new to Jira, this is the first Helpdesk I am setting up. I thought that as Administrator I'd be able to do everything but maybe that is not the case?

Where do I go to 'check the Reopened transition' as you suggest? Thanks!

Yossi Geretz

I don't see specifically the transition for 'Reopen Issues' but when I look at Transition Issues for my user here is what I see -

I am hoping there is a resolution for this. Finding myself locked out of my own Helpdesk is not a great way to get this project off the ground. Thanks for your advice!

Jack Brickey

No worries Yossi. So yes as an admin you should be able to do just about anything. However, there can be conditions that restrict actions. In the case of Transitions you can place Conditions on them such that the transition will not be allowed unless the Condition(s) is met. Now this may not explain your issue but let's dig in and see.

go to Project settings > workflows, find your workflow and click edit (pencil)
find the transition into Reopened and click it then select Conditions in the panel that pops up
are there any Conditions listed? If so what are they?

example of where to find Conditions...

Yossi Geretz

1. I cloned the ticket.

2. I verified that the newly cloned ticket shows the expected behavior.

3. I deleted the original ticket.

4. I renamed the clone ticket - removed the term 'CLONE' from its subject / title.

All good now!

enrique piera serra

I am having the same issue with an ALL transition to a TODO state.
Still I can't transition a closed ticket.
This has happened to me with an Epic, so I cloning would be a biiiiig effort with many stories linked to the Epic... etc etc

What could a solution be to reopen the Epic?
And why is it not allowing us to do so?

enrique piera serra

I found a solution for me.

Assuming you have a valid transition in the workflow to reopen the ticket, even if it is an ALL states to the REOPEN or TODO state transition:

Go to your ticket.
Click the DOT (.) on your keyboard and the "Actions menu" will appear.
1. Or click the three dots button at the top right to find the "Actions menu"
Search for the state you want to transition the ticket to.
DONE

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