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Is it possible to change the Resolutions state to the initial value?

Hello,
we have created tickets in our Jira server that the Resolution value is "done" but these incidents are not closed on our server. Is it possible to change the "done" status of Resolution to one that does not close the issue?

Thanks in advance.

Best regards.

2 answers

1 vote
Alex Koxaras Community Leader Sep 06, 2022

Hi @Javier Ramírez 

First of all what @Radek Dostál told you is correct. You do need a transition with a PF to clear the resolution. But besides doing that, you have to make sure of two things on your workflows:

  • Resolution isn't set automatically to any step prior of what status is resolved/closed for you
  • Resolution is cleared for any issue that is re-opened (close to open, or resolved to open etc)

I'm sending you some screenshots so you have an idea:


Resolution_Jira.jpg

We need to return to the status of Not resolved and that the ticket does not appear as resolved in the issues filter.

Thanks a lot.

Just to be clear - any resolution value indicates the ticket is closed, so what you would need is to clear the value.

 

Out of box, there isn't any non-hacky way to do it besides creating a dummy transition (same status, so Done -> Done), with a post-function to clear the resolution. Then you can filter the issues out, do a bulk transition on them in order to clear the resolution, and then you can again remove that extra transition.

If you have the ScriptRunner plugin it has a built-in function to change resolution for issues, which is the least painful way to do it.

Resolution can't be changed like any other field, which is why this is a little hacky.

If you just need to do this once, and you do not have scriptrunner, adding a workflow transition is the most reliable way to do it without needing to script it (if you have data center, you likely have insight plugin which comes with it, which has a groovy console), or using sql.

Hi @Radek Dostál

Thanks for recommending the ScriptRunner plugin, but I have a problem, I don't see any option in Filter ID. Do you know why it can be?

filterid_scriptrunner.jpg

Thanks in advance,
Kind regards.

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