Clear resolution on reopen ticket

[Tim Andre Tøfte]

Hello. I have a problem where customers comments on closed tickets. I want the ticket to reopen and move to «in progress» and move to the all open que. I have activated the automation rule that change the status and added a post function «clear resolution field» to the reopen transition. Ive tried clear and update function resolution with no success. It wont update or remove the resolution 😒 any ideas ?

[Tim Andre Tøfte · Accepted solution]

Thank you for the fast response. Transition «back to in progress» and «reopen» have the same post rule. 

after i made this workflow i phublished. The automation seems to be working correctly it just wont move to open que 

Tim 

[Robert Wen_ReleaseTEAM_]

So, if the only thing left is that it doesn't appear in the All Open queue, we need to see the JQL for the queue.

[Tim Andre Tøfte]

the resolution is still done. It wont clear the resolution field

[Tim Andre Tøfte]

its working now. I did exactly the same but edited the transiotion from "closed" -> "waiting for support". 

"closed" -> "in progress" didnt work 

[Robert Wen_ReleaseTEAM_]

Hello @Tim Andre Tøfte ! Welcome to the Atlassian Community!

It sounds like you're doing the right thing.  Can you show some screenshots?

[Tim Andre Tøfte]

[Tim Andre Tøfte]

it wont clear the resolution