We are trying to figure out how to reopen service requests that are closed. We had a ticket that was closed accidentally and need to reopen it.
You need to have a transition in your workflow from Closed (done, whatever) to the status you wish to reopen to.
project > project settings > workflow
choose the appropriate workflow, edit add transition from your 'closed' status to the to do status, call it Reopen.
Furthermore, you'll probably wish to use a post function on this new transition to clear the resolution.
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