How to clear resolution on reopened tickets that did not have a clear resolution post function?

So I have reopened tickets that have been put back into the backlog, and they currently have the resolution strike-through the ticket number. This is confusing to my team. 

Our workflow now has the clear resolution post function. But is there a way to clear the resolution on past tickets?

1 answer

Several, but none of them are particularly fun.

  • Bulk-edit, resolve and then re-open them again
  • ScriptRunner has a canned script for fixing them
  • Change the workflow so it has a transition from closed to closed and sets a resolution, use bulk-edit to push them through it.

Is the only way to reset the resolution is to push the ticket through a workflow?

Pretty much - you can't edit it to blank, as there's no option in the edit drop-down to do so.

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