How to reopen a closed issue without crossing out the ID

Aleena November 15, 2024

When I reopen a closed task, it is going back to the backlog. But the story has a strike through and not able to differentiate between the closed and reopened task. The workflow is already established from Done to Backlog.

2 answers

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4 votes
Answer accepted
Manoj Gangwar
Community Leader
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November 15, 2024

Hi @Aleena Welcome to the community!

It is happening because the Resolution field is already set and has not been cleared after moving the ticket back to the open.

To fix this, you can create an automation rule or add a post function on the workflow when the ticket is moved from closed to open then clear the resolution. this can resolve your issue.

3 votes
Answer accepted
Mikel Garcia Bartolome
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November 15, 2024

Hey @Aleena the issue seems to arise because the "Reopened" tasks and their parent stories are not being visually distinguished, which can be due to the following reasons:

  1. Resolution Field Behavior: In Jira, a strike-through on an issue indicates that the "Resolution" field is set. When you reopen a task, if the "Resolution" is not cleared, the strike-through remains.
  2. Workflow Transition Rules: If the transition from "Done" to "Backlog" does not include a post-function to clear the "Resolution" field, the issue will retain the closed appearance.

Possible Solutions

Ensure Resolution is Cleared

  • Edit the workflow transition from Done to Backlog.
  • Add a Post Function to clear the "Resolution" field:
    • Navigate to the workflow editor in Jira.
    • Select the transition from Done to Backlog.
    • Add a Post Function:
      • Select Update Issue Field.
      • Set the field to Resolution and leave the value blank.
  • Publish the workflow.

Update the Workflow Validation

  • Ensure that the "Resolution" field is required only during transitions to Done.
  • Other transitions (like reopening a task) should not require or modify the field unless explicitly defined.

Adjust Issue Display

  • Add a custom label or status category for reopened tasks:
    • Example: Add a custom status such as Reopened.
    • Update your board's settings to map Reopened status to the appropriate column (e.g., Backlog).
  • Use a JQL query to filter and differentiate reopened tasks
resolution = Unresolved AND status = Backlog

Check the Parent Story

  • Reopened tasks should not automatically change the parent story's resolution.
  • If this happens, verify that no automation rules or workflows are altering the story's "Resolution" when a subtask or child task is reopened.

 

Hope this could help you.

Aleena November 15, 2024

Thank you for the answer, I will try as suggested 

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