Re-opened JIRA issue still has a strike on the JIRA case number

[Maneesha Syea]

Hello,

We have a JIRA issue which a developer fixed and closed.  A senior developer had a look at the ticket after that and didn't agree on the way the fix was implemented and he re-opened the ticket.

The ticket is in status re-opened but on the board, we can still see the ticket number striked through.  Secondly, when re-opening a ticket, JIRA doesn't allow to change the status of the resolution.

Is this a bug or is there a way to re-open ticket without the strike still appearing?

It would also be nice to be able to change the resolution when ticket is re-opened.

Thanks.

Maneesha

[Bastian Stehmann]

Hi @Maneesha Syea,

you can remove the resolution when re-opening an issue if you either put a postfunction on that transition, that removes the value of the resolution or if you add a screen to the transition that contains the resolution field so that you can select a new value.

If you remove the resolution, the issue should no longer be striked through.

[Maneesha Syea]

Hi @Bastian Stehmann,

Thanks for the guidance.

I first tried to create a customised resolution screen with resolution field and added to my workflow.  However, resolution is a mandatory field so it cannot be left empty here and this didn't really work to solve the problem.

I then added a Post Functions which clears the field Resolution on status change and it worked. No more strike through on re-opened tickets :)

Thanks.

Maneesha

[Nic Brough -Adaptavist-]

Resolution is not quite "mandatory" (that's a Jira-specific word used for the flag in the field configuration scheme).  You can leave it blank, unlike mandatory fields.

The behaviour is that when it is offered for edit, there is no "empty" option, and it defaults to a value.  So it's always set if you create/edit using a screen that has it.

Hence, you never put the field on an edit-type screen.  It should only ever be put on transition screens where you are resolving or closing an issue.

[Thiago Ribeiro [Adaptavist]]

You got two experts here! no more help needed!