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unable to change resolution status when re opening a ticket

Jai Vijay
Jai Vijay October 24, 2019

when I resolve ticket the resolution status is changed to FIX. When the client is requesting to reopen a ticket, the resolution staus still say FIXED hence it is not displaying in their queue. How to make the resolution status change to unresolved automatically when reopening a ticket.  Can someone please suggest a solution. 

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Warren
Warren
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October 25, 2019

Hi @Jai Vijay 

You need to add a Post Function to the transition which moves it back to open. The post function is to Clear Field Value, then select Assignee as the field.

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