Come for the products,
stay for the community

The Atlassian Community can help you and your team get more value out of Atlassian products and practices.

Atlassian Community about banner
4,293,734
Community Members
 
Community Events
165
Community Groups

How to get reopened tickets to reappear in the Open Queue

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.

3 answers

1 accepted

2 votes
Answer accepted

@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.

@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:
Screenshot_23.png

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

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"

Suggest an answer

Log in or Sign up to answer
DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
STANDARD
PERMISSIONS LEVEL
Site Admin
TAGS
Community showcase
Posted in Jira Service Management

Jira Service Management Documentation Opportunities

Hello everyone, Hope everyone is safe! A few months ago we posted an article sharing all the new articles and documentation that we, the AMER Jira Service Management team created. As mentioned ...

217 views 0 6
Join discussion

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