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Revert the "CLOSE" issue to be Open again (Mistake)

Jisu Jung_gw4ldb

Dear Jira Service,

I accidently made a ticket to be closed by mistake.

I have been struggling to find out how to make it open again

so I can update it by following the right process.

Would you please let me know how to modify the status from CLOSE to OPEN again??

Accepted answers

Pavel Junek

Hi Jisu,

Welcome to Atlassian Community! The Atlassian community is here to help users from other Atlassian users.

I assume you created a ticket at https://support.atlassian.com/, right? On the right is the "Reopen" button.

If this is a ticket created in a project in your Jira, you must contact the Project or Jira administrator of your company to help you.

Pavel

Joseph Chung Yin

@Jisu Jung -

As mentioned by Pavel, Once you have you or your admin updated the WF, you just need to publish the WF to make the modified WF active for your JSM project.

In regarding your second ask on making "CLOSE" to somewhere in the middle of the process. It is not recommended since "CLOSE" status is a terminal (final) state of an issue.

Another option for you, if you have an issue at the "CLOSE" status, but you still want to edit the issue. You can also change the property of the "CLOSE" state to allow edit issue only to the project administrator role members. NOTE - In this situation, it is assuming that there are no further transitions going out from the "CLOSE" status, and you cannot edit the issue because typically once the issue is closed, then it is locked down for further editing.

Hope this also helps to your ask.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

All comments

Pavel Junek

Hi Jisu,

Welcome to Atlassian Community! The Atlassian community is here to help users from other Atlassian users.

I assume you created a ticket at https://support.atlassian.com/, right? On the right is the "Reopen" button.

If this is a ticket created in a project in your Jira, you must contact the Project or Jira administrator of your company to help you.

Pavel

Jisu Jung_gw4ldb

Thanks for the answer,

I was talking about a project in my Jira,

It seems like I need to modify workflow,

Dirk Ronsmans

@Jisu Jung ,

Correct, Normally in JSM a Close status is a final status. So to be able to modify that you'll have to add a transition between the Closed status to the status you which to go back to.

Perhaps adding a condition on it so only a specific group can do it would be a good practice. (like an Incident manager)

Pavel Junek

Oh, thanks for the information. Yes, then you only need to modify the workflow (if you have permission to do so).

Joseph Chung Yin

@Jisu Jung -

As mentioned by Pavel, Once you have you or your admin updated the WF, you just need to publish the WF to make the modified WF active for your JSM project.

In regarding your second ask on making "CLOSE" to somewhere in the middle of the process. It is not recommended since "CLOSE" status is a terminal (final) state of an issue.

Hope this also helps to your ask.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

Jisu Jung_gw4ldb

Thanks a lot, makes sense

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