How to change the resolution back to unresolved?

[Natasha Qidwai]

I have a JIRA task that is marked as done but it should be unresolved. How do I change it?

[Max Foerster - K15t]

Hi Natasha,

as Raynard already said, Jira offers you a built-in post function in workflows called "Update Issue Field" that enables you to update a few system fields. Selecting the field "Resolution" and selecting the value "None" results in the field value to be cleared. Depending on the workflow you're already using in that project, it can be that simply transitioning the issue to OPEN again, will clear the Resolution field.

Best, Max

[martha.schulzinger]

So helpful! Thank you!!

[Paulo Giovanni Rosario]

Hi,

If you think to do it using JIRA Automation, you can use this way.
A good tip: With this action RESOLUTION DATE will be clear together.

[Wilbert Bus]

Changed my reply into an Answer

[Sirajuddin Khan]

This is amazingly solved lots of steps, just to reset resolution on reopening tickets

[Raynard Rhodes]

The resolution is changed in the post-function. If it needs to be unresolved, the next transition needs to have the post-function "Update Issue Field", select "Resolution", then select what you want that resolution to be.

[sooryatapreeti.sadeo]

Answers my query, thank you!

[Mark Newell]

No answer here, this simply doesn't work to set the ticket back to an unresolved status.

My understanding of the Resolution field in Jira is that once any value is set for that field the ticket is considered closed and will show the strikethrough in reports and lists and those tickets will not be shown in the open ticket filter in the portal.

The problem I am seeing is that this post function doesn't set Resolution to NULL in the database. In my case it is setting it to the default value of Incomplete but again since there is a value in the Resolution field the system sees these tickets as closed.

[Wilbert Bus]

Hi all,

I have tried all the different proposed solution for the automation, but nothing seemed to work for my situation.

I did find another approach which seemed to work in the end for me.

I created a new Resolution: "Re-opened" in Settings > Issues > Resolutions 

And then I created a new Automation rule by going to Project Settings > Automation

Trigger: Issue Transitioned
From status: Done, Rejected, Duplicate

+ new component

New Action: Edit issue fields
Choose fields to set: Resolution
Value: Re-opened

Hope this helps who are in the same situation

[Tim Willmann]

You have to transition the issue back to Open and then change the Resolution to Unresolved then transition the issue back to the state you were in prior to changing it to Open.

[Tim Willmann]

sorry...you don't have to change the resolution.  Changing it to Open automatically changes it to unresolved.

[John Carroll]

Actually, that does not work on our installation and it seems many other installations.  I had accidentally changed a ticket to Abandoned as a Duplicate, and changing it back to Open does not reset the Resolution, per many of the comments above, especially that from Mark Newell.  I ave tried all of the solutions proposed that I have the permissions to try (I can't create a new Resolution) and none seem to ix the problem.  This seems to be a serious flaw in the workflow process.