A ticket was closed and marked as "Won't Fix". The customer chaged their minds, and now the ticket is reopened, but I can't clear the resolution field.
All of the commits related to this issue are tagged with the ticket number, so creating a new ticket would be a bad solution.
Um, yes, your workflow is incorrect, so you need to edit it...
Note, there is a known bug in Greenhopper in that when you convert projects to using the "simplified workflow", it puts "clear resolution" on ALL the transitions. See https://confluence.atlassian.com/display/GHKB/Unable+to+set+issues+to+Resolved+using+Greenhopper+Simplified+Workflow
It's not an arbitrarily imposed limitation, it's done by design. An arguable one that I'd be strongly tempted to change to a completely different model of course. But it's still not wrong, your workflow doesn't take account of the way things are, so it's incorrect (until the rules are changed).
The "reopen" transition should have had a "post function" on it that says "Resolution will be cleared". I'd re-add that transition and then cycle back through closed and reopen again.
(You can't just put resolution on an edit screen - Jira removes the "none" option from it)
You have two things to fix:
1. Fix the workflow so that it clears the resolution field when moving from Resolved or Closed Status back to Re-Open status.
2. Fix the existing issues where the resolution field is set on issues that are in an Open state.
To fix #1:
Add the post function to update the issue field to "None" to the Re-Open transition(s) in your workflow.
To fix #2:
Can you create a global transition in the workflow called "Clear Resolution" and:
1. Put a condition on it that only members of the group 'jira-system-administrators' can execute it.
2. Put a post function in that clears the resolution.
3. No screen associated with the workflow action.
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