Issue doesn't reopen after transition.

Question

Hi folks,

Start situation:

1. A issue has been closed with a resolution resolved.
2. The customer has a transition at customer-portal to reopen the ticket.
3. After using the transition the status of the issue is "reopen" and the resolution is "not enough"

My Problem:

The issue is already in a status resolved at customer and agent portal.
So the issue is not visible in "open issues" it is still in "closed issues"

Can anybody help me with this problem?

Best regards,

Stephan

Stephan Mallmann · Answer

Sorry! I Have it.

Post Function is the Keyword :-)

Stephan Mallmann · Answer

Hi,

thank you for the response.

Can you tell me how to do that? Actual i set the resolution to "not enought" with an api call

servicedesk.customer.transition.resolution : 10101

There is not database entry so set it to "Unresolved"

Best regards,

Stephan

Nigel Rochford · Answer

You need to clear the resolution - otherwise Jira and JSD will consider the ticket as 'done.

Resolution means that the issue is officially closed. It should be used to explain why an issue is closed - e.g. fixed, won't fix, duplicate etc.