Unable to clear resolution on transition

[Nick Uren]

Hi,

I'm trying to setup a flow so when our customers respond on a resolved or closed ticket the ticket is re-opened.

I've set the above and the flow is working ok, I'm now trying to get the resolution to update as it sits at resolved and as a result is not picked up in our Queue filters.

I've set the flow on the transition to reset 

and also setup the following in automation all to no avail

Any suggestions how I can reset this resolution ?

[Nic Brough -Adaptavist-]

Welcome to the Atlassian Community!

That actually looks like someone has created a resolution called "clear resolution".  The built-in Jira "update field" offers "none" as the option to clear it out.

But also, the post function does not have a configuration dialog that looks quite like that.  So I would like to ask you to check two things:

• What is the name of the post-function?  If you go to the transition post-functions and edit them,
  • does it have lines like:
    • The following will be processed after the transition occurs
    • ...
    • The Resolution of the issue will be cleared.
  • If it does not look like that, then you are not using the standard Jira update function, and we need to know what you are using.
• Go to Admin -> Issues -> Issue Attributes -> Resolutions
  • Are there any resolutions on that list that imply "unresolved" (including "none" - that should not be on the list!)?

[Dave Mathijs]

Hi @Nick Uren Welcome to the Atlassian Community! What version of Jira Server are you using? Because it looks like you're still using 'Legacy Automation' instead of 'Automation for Jira' for your automation rules.

For me the easiest way is just to clear the resolution with a post function in the workflow (instead of an automation action) as soon as the customer transitions the ticket to status 'Re-opened'. Have you tried that already?

[Nick Uren]

Thanks for the response Dave, I believe we are on 820027.

I'm not too sure I have tried the post function. I'm pretty new to Jira would you have any related articles ?

[Dave Mathijs]

Sure, there's even a KB article for it: Clear the resolution field when an issue is reopened in Jira

The article is for Cloud but can be applied to Server as well.