Reopen a closed request associated with an open project

[mdeancherry]

I set up a different department with a request queue and some custom intake forms. They received a request, converted it to a project, then somehow managed to close the request but the project is still open. They want to re-open the request. This is my first time setting up completely different request queues so I'm not sure how to switch the request back to Current or In Process. If I just click on it, it says I don't have access (even though I'm the admin) so it seems like it's a triggered field and I'm not sure what to do to reopen it. Or do I just need to copy it and connect the project to the copied request? 

[MorganHatcher · Accepted solution]

Hi @mdeancherry - 

You will want to check your system settings: Project Preferences -> Tasks & Issue -> Automatically set issue statuses to match the resolvable object using the Status keys.

This is saying that the Request status is now tied to the status of the Project and even as a system admin you are unable to update it. This settings also automatically matches statuses if you have an issue and project status key that are the same, if not it will match a similar status (I have never quite figured out this side of it!). I would also check what the statuses for Issues/Requests and Projects equate to, there may be an In Progress Issue status that equates to closed?

To unlink the objects you will need to go into the Issue Details -> Issue Relationships and delete the connected project. 

[mdeancherry]

Thanks, Morgan.

I unlinked the request from the project and then re-linked them and that fixed it, as you suggested. But I did it by going to the request overview, "Request Relationships" section, deleted the entry under "resolving project", saved, checked that the status changed, and then manually entered the project name back into the "resolving project" field and it reconnected them. So, a different path but same effect, I guess. 

[mdeancherry]

I guess, more accurately, same path but we have our fields named a little differently. 

[skyehansen]

here's an overview of that behavior:

https://experienceleague.adobe.com/en/docs/workfront/using/manage-work/issues/convert-issues/resolvi...

Please note the blue box that says issues stay closed after you close the project, even if you open the project again. I think probably this is what's happening to you. If that's the case, Mogan's suggestion, (unlinking and relinking the issue and project) is likely the only way you'll have to fix it.