Resolution field

Audra Bonacki

Hi, I'm wondering when you have a ticket get to the resolution screen and you fill in the Resolution field but then reopen the ticket, can that Resolution field get blanked out? It is skewing our reporting and ticket tracking to have tickets in any other status and showing that field populated. Thanks!

Akash Singh_vujl0e

@Audra Bonacki

You’ll need to add a post function to your workflow’s Re-open transition to clear the Resolution field. Here’s how you can do it in new Workflow editor experience:

1. Edit the Workflow associated with the issue type.

2. Locate and select the transition that moves the issue from Done → Reopen.

   • If you have multiple transitions leading out of the Done status, you’ll need to add this post function to each of them.
     

3. In the Workflow editor, click Add rule → Update an issue field under the Perform an action section.
   

4. Choose the Resolution field and set it to clear.
   

5. Once done, publish the workflow to apply your changes.
   
   

After this, whenever an issue is reopened, the Resolution field will automatically be cleared.

In case you are still on the old experience then simply follow the steps mentioned in the article shared by @Sascha H_ answer.