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How can I change the status of a ticket from closed requests to open requests?

With my workflow, I am able to "reopen" a closed or resolved ticket and it shows on the ticket status as "reopened" or "being worked on". However, on the customers screen, the ticket is still categorized as "closed requests" instead of being moved back to "opened requests". What do I have to do to change the categorization of the ticket?

Accepted answers

check that the Resolution field is cleared on reopen. this can be done via Post Function in workflow transitions.

All comments

check that the Resolution field is cleared on reopen. this can be done via Post Function in workflow transitions.

What post function would I give the transition?

Never mind. Found this doc.

https://confluence.atlassian.com/jirakb/clear-the-resolution-field-when-an-issue-is-reopened-in-jira-cloud-1026039861.html

I have the post function set to clear the resolution field but tickets are still stuck in the "closed requests" section even after reopening.

2021-09-20 11_57_53-Requests - Jira Service Management.png

Edit: This is what helped me resolve this issue

https://confluence.atlassian.com/jirakb/open-requests-listed-in-customer-portal-when-user-selects-my-requests-closed-requests-777027009.html

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