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

Earn badges and make progress

You're on your way to the next level! Join the Kudos program to earn points and save your progress.

Deleted user Avatar
Deleted user

Level 1: Seed

25 / 150 points

Next: Root

Avatar

1 badge earned

Collect

Participate in fun challenges

Challenges come and go, but your rewards stay with you. Do more to earn more!

Challenges
Coins

Gift kudos to your peers

What goes around comes around! Share the love by gifting kudos to your peers.

Recognition
Ribbon

Rise up in the ranks

Keep earning points to reach the top of the leaderboard. It resets every quarter so you always have a chance!

Leaderboard

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
4,464,715
Community Members
 
Community Events
176
Community Groups

Resolution stays fixed after reopen

Hi,

I noticed that my support requests reopened do not clear the resolution field. So my customers are not able to filter for it in open cards. 

 

I do have a "Clear resolution" setting on the transition but that has no effect. 

3 comments

Hmm.. that should be the way to do it. Can you check and see what the log says?

Hi! Which logs are you mentioning here? How do I access those in JIRA Cloud?

Hi Alexandre,

I would recommend copying the workflow, deleting / recreating the post-function that clears resolution, and associating the 'new' workflow with the issues. Other than that, this sounds like an indexing issue and you may want to contact Atlassian Support. Cheers!

It seems the "Clear resolution" setting is only applicable from the customer side of Service Desk. If I, as SD agent, do it from my side it won't work. 

I had to create a post function for that to happen. I followed this and it worked fine. 

https://confluence.atlassian.com/jirakb/clear-the-resolution-field-when-an-issue-is-reopened-in-jira-server-648381467.html 

Comment

Log in or Sign up to comment
TAGS

Atlassian Community Events