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After a ticket is closed and re-opened it stays either resolved , declined etc.

Jerrod Van

Any ideas why if we set a workflow to be able to re-open why the resolution stays .

For example we have a workflow that can be declined , once its decline we can re-open the ticket but then the resolution stays at declined..

Accepted answers

Trudy P Claspill

Hello @Jerrod Van

You likely need to update the workflow transitions to the "not closed" statuses to include a Post Function to clear the Resolution field.

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Trudy P Claspill

Hello @Jerrod Van

You likely need to update the workflow transitions to the "not closed" statuses to include a Post Function to clear the Resolution field.

Jerrod Van

Which post function should i use? I dont see a clear the resolution field

Trudy P Claspill

Hello Jerrod,

Use the Update a Field post function, and select None as the value for the Resolution field.

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