How to clear resolution on reopened tickets that did not have a clear resolution post function?

Question

So I have reopened tickets that have been put back into the backlog, and they currently have the resolution strike-through the ticket number. This is confusing to my team.

Our workflow now has the clear resolution post function. But is there a way to clear the resolution on past tickets?

Nic Brough -Adaptavist- · Answer

Pretty much - you can't edit it to blank, as there's no option in the edit drop-down to do so.

Cameron Priestley · Answer

Is the only way to reset the resolution is to push the ticket through a workflow?

Nic Brough -Adaptavist- · Answer

Several, but none of them are particularly fun.

* Bulk-edit, resolve and then re-open them again
* ScriptRunner has a canned script for fixing them
* Change the workflow so it has a transition from closed to closed and sets a resolution, use bulk-edit to push them through it.