Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Question about reopening a resolved tickets and its resolution Edited


When a reply is made after a ticket is resolved, it adds "Waiting for Support", but the resolution remains what I set "Fixed". Is there a way to remove the resolution when its reopened?


Thank you!

1 answer

1 accepted

0 votes
Answer accepted

Please don't say "resolution status" - resolution and status are two completely separate things in Jira, and it's not clear which one you are talking about when you use that phrase.

Your question is clear this time though, you mean resolution.  Standard practice is to have a workflow post-function that clears the resolution when you use a "reopen" transition.

Cleaned up the question. How would I do a "post-function" that would clear the resolution? Thanks.

Edit the workflow, and look for the reopen transition.  When you click on that, you'll get a box with several tabs - conditions, validators, post-functions and workflows. 

Use the post-function one, and you'll see a + for adding post functions near the top right.  Look for one called "update field value" and it will let you select "resolution" with a "none" value at the top of the list.

Awesome! Thank you! It worked. I also created a REOPENED status in the workflow if a ticket is re-opened.

Suggest an answer

Log in or Sign up to answer
Community showcase
Published in Jira Service Desk

The Complete Guide to Atlassian for ITSM

Hi Atlassian Community! This is Teresa from the Atlassian team. My colleague Paul Buffington @Buff and I are excited to share a brand new ITSM resource we’ve created – "The Complete Guide to At...

2,213 views 14 22
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you