Un-resolving a ticket...in Service Desk

[Andrea Landwehr]

Morning! If I have a ticket that was resolved, how can I un-resolved it if it's reopened? I have workflows in place so you can change the status back to something that is open, but the field called Resolved always stays as "done". If we reopen a ticket, I want that to be cleared. 

Can anyone tell me how I would remove the resolution?

[Manon Soubies-Camy · Accepted solution]

Hi @Andrea Landwehr

You can clear the Resolution field using a post function:

1. Edit your workflow
2. Select the transition reopening the issue
3. Click on Post functions
4. Select "Clear Field Value" > Resolution:

And then publish changes.

You should add this post function to each transition reopening the issue. Here's a link to the documentation if you're not sure how to add a post function to a workflow: Adding a post function.

Hope this helps!

- Manon

[Andrea Landwehr]

Oh - thank you for the details! 

[Raynard Rhodes]

You will need to update the post-function of that "reopen" transition. Set the resolution back to unresolved.

[Andrea Landwehr]

Total newbie here....where do I go to do that?

[Raynard Rhodes]

I apologize, I assumed since the resolution was set this process was done prior. Please see answer below for detailed view.