Ticket Resolved, Then ReOpened, Now Doesn't Show On Board

I had a story assigned to a developer in which it was marked "Done", then was released.  We then ended up reopening the ticket as it needed more work.  Eventhough it's reopened, it does not show on our board now under the developer it's assigned to.  

I suspect it's because it's marked "resolved", so I marked it "unresolved".  That did not work, it still doesn't show on the board.  Do I need to remove the "Fix Version" or something else?  Thank you

2 answers

sorry wrong window, i dont have option to delete it.

thank you i will check this out

0 votes

If it is a Kanban board, check the sub filter on the board. It might be filtering out issues with a fixVersion. If that is case, remove the fixVersion on the issue.

Thanks Jobin, I found the sub-filter, that was the problem!  I see that there is a line through the ticket number, is there a way to remove that?  doesn't impede working on it, but just wondering.  thanks

Joe Pitt Community Champion May 04, 2017

If the ticket has a line through it I believe it is resolved. How did you mark it as unresolved?  You need to CLEAR the field, you can't have a resolution of 'unresolved' 

Under screen configuration, I can select to add "Resolution" as a field.  It is showing as "unresolved" in the ticket on my board but there is a line through the number.  I'm guessing the line through it is because there is still a "fixversion" applied since it was once fixed.  I think the way to correct this is from best practice of not reopening a ticket once it's been resolved, just to create a new one? 

Joe Pitt Community Champion May 04, 2017

It sounds like someone added Unresolved. However, the true unresolved is actually NULL in the database. The out of the box reopen workflow clears the resolution in a post function. If the line is through it is resolved as far as JIRA in concerned. 

Yes, it is a mistake I have seen many times. Someone creating a resolution named 'Unresolved' and adding it as resolution. As far as JIRA is concerned, any resolution makes it 'Resolved'. Leave it empty to make it 'Unresolved'.

Suggest an answer

Log in or Join to answer
Community showcase
Sarah Schuster
Posted Jan 29, 2018 in Jira

What are common themes you've seen across successful & failed Jira Software implementations?

Hey everyone! My name is Sarah Schuster, and I'm a Customer Success Manager in Atlassian specializing in Jira Software Cloud. Over the next few weeks I will be posting discussion topics (8 total) to ...

2,802 views 11 18
Join discussion

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you
Atlassian Team Tour

Join us on the Team Tour

We're bringing product updates and pro tips on teamwork to ten cities around the world.

Save your spot