Update Resolution

[Danielle Cantrell]

I'm trying to update the resolution in the workflow.  I used to be able to do that in a post function in the transition but it appears that I can no longer do that.  Basically I have a ticket where resolution is marked as done but we had to reopen it for further work but I can't seen to get rid of the "done" resolution no matter how I move the ticket through the workflow.

[Esther Strom · Accepted solution]

Hi, @Danielle Cantrell  - welcome to the Community! Can you post some screenshots of your postfunction options? I've checked on two different instances and I still see the option to clear a field value.

[Danielle Cantrell]

I was able to fix it.  Thank you for your help

[Esther Strom]

I'm glad you got it figured out, @Danielle Cantrell . If this answer helped, please consider marking it as Accepted so other users can find it when searching with similar questions. Thanks!

[Victoria Vlad]

Hello @Esther Strom . Can you please tell me how to do this? I too re-opened a ticket in JSM and need to remove the "done" resolution but don't know how to. I've included a screenshot of my workflow (I have a number of custom statuses I am using).

[Esther Strom]

Hi, @Victoria Vlad 

Assuming you have access, an easier way to do this is with an automation rule. There are two ways you can do this: add a rule that runs whenever an issue is transitioned from a closed status (one with a resolution) back to a non-resolved status; or a rule that can be manually run on a single ticket that needs to be fixed.

Either way, you'll start with this:

Go to Project Settings -> Automation and choose Create Rule.

Then follow these actions for a transition rule:

#1

#2

For the next step's From Status you'll need to choose every status that has a resolution; leave the To Status blank (or choose all of your statuses that shouldn't have a resolution.

#3

#4

#5

Leave the Resolution dropdown empty

#6

The Next button will always be gray; that doesn't mean it's inactive.

#7

If you want a rule that you can run manually on a single issue, it's pretty much the same process except you choose Manual Trigger from Issue as your trigger.