How to get reopened tickets to reappear in the Open Queue

[Laurien Scoville]

I'm having trouble getting reopened tickets to show up in our Open Queue again. I suspect it's because of the resolution field. How do you get them to show up again??? This is annoying.

[Joseph Chung Yin · Accepted solution]

@Laurien Scoville -

As mentioned by the others ( @Fernando Eugênio da Silva / @Rilwan Ahmed ), the real key is that when an issue is reopened, the best practice is to ensure the issue's resolution field is cleared.  Resolution field setting is always controlled via the WF's transition (populating/clearing actions) and this post function setup should be a part of your project WF design - especially for the transition from a "Closed/Done" status back to any other statuses of the WF.

You can just access Project settings >> Workflows, then edit the specific WF associated with your issues and setup the post function to clear out the Resolution field value.  Don't forget to publish the WF change.

Ideally, changing the queue's filter query should be your 2nd choice.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

[Fernando Eugênio da Silva]

@Laurien Scoville 

In order for reopened tickets to reappear in your "All open" queue, you must edit the queue's JQL query.

When accessing the queue, click on the 3 points located on the right part of the screen and then select the "Edit Queue" option.

Adjust the JQL query to look for also reopened items and then save, by default the query usually comes as follows:

If your query is like this. What you can do to get the items back to this queue quickly and without changing the query is to indicate a clear resolution post function whenever the issue is reopened, it makes more sense.

Hope this helps.

BR,

Fernando

[Rilwan Ahmed]

Hi @Laurien Scoville ,

Please do steps as mentioned by @Fernando Eugênio da Silva . If you cannot modify the workflow post function, then modify the JQL as below in the queue.

"resolution = Unresolved OR status = Reopened"