Reopened tasks don't appear on dashboard

[Soporte Cinfo]

Hi all,

I have a problem regarding Jira Software: when I reopen a task, pass from Complete state to a previous state, I can't see it on my dashboard like the rest of the open tasks.

For example:

1-I see a open task on my dashboard:

2-Then I complete that, but later I want to go back, so I move state from Complete to Review, but for some reason it doesn't appear on my dashboard or when I look for unresolved tasks. Instead, keep popping up on solved tasks:

My workflow's project it's very simple, as you can see it allows return to open state:

Could you show me how can I make reopened tasks appear as open?

Thanks in advance for your help! :)

Regards

[Milan Chheda [INFOSYSTA]]

As Nic, this definitely has to be problem with Workflow. Check the transition when issue is marked as completed. Most probably, 'Resolution' field would be getting updated here. And when the issue is being reopened, the 'Resolution' field should get cleared (which mostly would be missing)

Hope this helps!

[Soporte Cinfo]

Hi Milan,

I already have a post-function in transition from "Resolved" to "Reopen" that should activate the event "reopen task".

But at the end issue still appear as close in the dashboard (cross out), although status is reopen, and doesn't show on my assigned issues :_(

Thanks for your fast support.

Regards!

[Nic Brough -Adaptavist-]

My guess would be that your workflow is not clearing the resolution (specifically on the "reopen" transition).

Start by editing the workflow and looking at the reopen transition.  The most simple and common thing to do is have a post-function on it that says "update field, clear resolution"

[Soporte Cinfo]

Hi Nic,

I already have a post-function in transition from "Resolved" to "Reopen" that should activate the event "reopen task":

But at the end issue still appear as close in the dashboard (cross out), although status is reopen, and doesn't show on my assigned issues:

Thanks for your fast support.

Regards!

[Nic Brough -Adaptavist-]

I think you have misunderstood post-functions and events.

The post-functions in a transition are actions that Jira takes when the transition is confirmed by the user and passes all validation.  The five post-functions you have listed are doing things Jira needs to do as part of the transition: changing the database, rebuilding the index for the issue, and sending an event etc.

The event is a generic thing, it does not do anything itself.  I think of it as an announcement to the rest of Jira that something has happened. 

There are things in Jira that watch the announcements and sometimes do things.  Notifications is the most obvious one - that system watches all the events and compares them with the notificiation scheme to see if an email should go out.  Coders and scripters often write other "listeners" to catch and act on events, but off-the-shelf, events do not do anything other than trigger emails.

So, the "reopen task" event is not actually going to do anything to the issue.  It's an output of doing the transition.

The problem you are having is happening because you are not clearing the resolution when you reopen the task.

To fix this, you need add a post function to the list in your screenshot, one that clears out the resolution.   It should be added before step 3 in the list.