How do I reopen a ticket if I'm the project lead and ticket owner?

Question

I am the company's project lead on Jira, and I am the ticket owner, but I don't have permission to reopen this ticket. Anyone know why, or how to get around this? Even our company Founder is not able to help, because neither of us set up Jira for the company. The person who did it has left, so we don't have a clear idea of user permissions, or why I wouldn't have access to this?

Prachi Bolar · Answer

Hello,

Welcome to community :)

Please find details below

- If you able to transition the issue from any status to done and it this one affects done status then its not really a missing permisison here

- Could you please check if there is any property put in done status or any validator or conditions in the workflow . If there is anything put there, that could restrict the users from trnasition issue from done to anything else

Thank You,

Prachi

Trudy P Claspill · Answer

Hello @Katherine Smith

Welcome to the Atlassian community.

That limitation can be imposed in two ways:

1. The project permissions: Within the Project permissions is a permission to allow users to Transitions issues in the project. If you have not been allocated that permission for this project, then you can't transitions issues.

2. The issue workflow: Within an issue workflow it is possible to add Properties to a status and/or Conditions to workflow transition that would prevent a user from being able to change the status of the issue. Also, if there in the workflow there is no transition supporting a change directly from Done to another status and no Global transitions (from ALL to a status) that can cause this problem.

The method for fixing either of these depends on the project type. Depending on the project type the problem might be able to be fixed by a person granted Administrator permission for the project, or it may require the assistance of somebody who has Jira Product Administrator access.

Can you tell us what type of project this concerns? Get that information from the Type column on the View All Projects page under the Projects menu.

Side note: a Jira Product Administrator would see options similar to the following in the red box when clicking the gear/Settings icon near their avatar.

Mikael Sandberg · Answer

Hi @Katherine Smith,

Welcome to Atlassian Community!

This happens if the status your work item is in does not have an outgoing transition. You have to modify the workflow that the work item is using in order to allow reopening it.