How to get rid of issue resolution when ticket is reopened or in different issue status?

Question

Suppose, say the ticket is closed first with the resolution as "Done" and customer wants to reopen, The status can either go to "In progress" Or Reopened depending on the preferences set by Jira admin.

I can still see the previous issue resolution next to the issue status. Is there a way we can get rid of it? I have checked the post functions, couldn't get much ideas on how to delete the same.

Dave Mathijs · Accepted Answer

Hi @Vinodkumar Mayur

In all of your workflows:

Every transition from a 'Done' status category to a 'To Do' or 'In Progress' status category should clear the resolution. This is done via a Post Function on these transitions.

Every transition from a 'To Do' or 'In Progress" status category to a 'Done' status category should set a resolution, either via a Post Function or via the Resolution FIeld on the transition screen where it is made mandatory via a Validator.

The only way to correct unresolved issues with a resolution is to create a self-reflecting transition on the status which clears the resolution via a post-function.

You can perform a bulk operation provided that these issues are in the same status.

Unfortunately, the bulk fix resolution built-in script in ScriptRunner is not available for Cloud.

Hamza Chundrigar · Accepted Answer

Hi @Vinodkumar Mayur

The Resolution field can be cleared by setting a post-function in the workflow transition you'd like to have this occur.

I recommend having a look at this Knowledge Base Article for more details:

* Clear the resolution field when an issue is reopened in Jira Cloud