How do I prevent users reopening a closed or resolved issue after certain number of days

[Kota Sreenivasa Shravana Kumar]

Greetings

In JIRA cloud, How do I prevent users reopening a closed or resolved issue after certain number of days?

Any pointers would be greatly helpful. 

Thanks !

[Joe Pitt]

Like @Stefan Salzl said, you can't put a time on the workflow. I only allow someone with a specific project roles, like 'Issue Manager' to reopen or change the resolution on an issue. As mentioned above you can allow only certain roles/groups to execute a transition. I prefer doing everything in roles because the project admin controls that membership. 

[Stefan Salzl]

exactly....I wanted to add this option with the "Issue Manager" too. Just realized i forgot that in my answer... Thanks for adding this information 

[Stefan Salzl]

Hi @Kota Sreenivasa Shravana Kumar 

there is the functionality that special transactions in the jira workflow can be limited to several users/roles/groups but I cannot think of any time limit to set when this should be valid or not. 

From my personal point of view this even makes no sense. It´s more a question of your process than of the tooling. 

• what is the definition of colsed or resolved?
• how accurate are people following the process/workflow and the definition of resolved?
• In which state is the issue 3 days after the resolution?? half resolved (--> which in my eyes is "not resolved at all") ??

This is not to undermine your requirement. As I´ve developed and worked on processes for organisations in the past quite often and tackled this kind of requirement several times I know that this is most likely a symptom but not the root cause of a problem.  Tooling can only support your processes thus they need to be clear and shaped. 

Best
Stefan

[Dirk Ronsmans]

Just to piggy back on this one, most of this is process driven.

Imho, you can Resolve an issue and then have an automation (usually based on an SLA - "Time to Close after Resolution" which would breach after x amount of time) move the issue to Closed.

I always try and look at this as follows:

• Resolved: According to the person working on the issue the issue is Resolved. This does however give the client/customer still time to validate the solution and if needed re-open. I also try not to allow a Close transition except for time-based or First call resolution.
• Closed: Closed = Closed, only in very limited cases you would have maybe a "Process-manager" re-open it but I try to set the time between Resolved and Closed long enough to not warrant re-opening Closed issues but yet give the customer enough time to validate. Otherwise you end up just doing everything for a customer on a single issue.