Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Next challenges

Recent achievements

  • Global
  • Personal

Recognition

  • Give kudos
  • Received
  • Given

Leaderboard

  • Global

Trophy case

Kudos (beta program)

Kudos logo

You've been invited into the Kudos (beta program) private group. Chat with others in the program, or give feedback to Atlassian.

View group

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Issue with reopened tickets

Hi everyone,

 

I am new to JSD and have an issue. When a user adds a comment to a closed ticket it reopens. When trying to put the ticket back in resolved status it only gives me the option to withdraw.

How can I fix it so in this situation so the resolved ticket can be put back into resolved status?

 

Thanks!

1 answer

1 accepted

0 votes
Answer accepted
Jack Community Leader Oct 12, 2020

likely you have an automation that is reopening the ticket so if you don't want that to happen disable this rule. Now to clean up those that have already reopened you will need to check your workflow (project settings > workflows) and ensure you have a transition from the current status to the Resolve status. Note - I don't know what "withdraw" is but it may very well be a transition out of the current status. If you could paste a screenshot of your workflow here I might be able to assist further if needed.

Thank you!

Suggest an answer

Log in or Sign up to answer
DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
STANDARD
TAGS
Community showcase
Published in Jira Service Management

Why upgrade to Jira Service Management Premium?

We often have questions from folks using Jira Service Management about the benefits to using Premium. Check out this video to learn how you can unlock even more value in our Premium plan.  &nb...

182 views 1 6
Read article

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