Create Workflows

[Bhanu Chander]

I have two requirements. which listed below

Please help me

1.Need to pause resolution time whenever information required from the customer

2. If they get any comment from a customer for the closed or resolved issue, the status of the mail request should automatically have to be Re-open.

[Tarun Sapra]

Hello @Bhanu Chander

Regarding the pausing the resolution, have you read the docs, as it's nicely defined in the docs

https://confluence.atlassian.com/servicedeskcloud/setting-up-slas-732528967.html#SettingupSLAs-Setatimemetric

[Tarun Sapra]

And for your 2nd requirement, you can do this out of the box using Automation rule provided by Jira service desk

https://confluence.atlassian.com/servicedeskcloud/automating-your-service-desk-732528900.html?_ga=2.43484195.746291664.1548063624-1359772982.1527518782#Automatingyourservicedesk-Setuparule

https://community.atlassian.com/t5/Jira-Service-Desk-questions/Making-tickets-re-open-when-a-customer-replies-just-doesn-t-work/qaq-p/743198

https://community.atlassian.com/t5/Jira-Service-Desk-questions/How-to-allow-customer-close-reopen-issue/qaq-p/67487

[Deleted user]

Hi @Bhanu Chander,

1.Need to pause resolution time whenever information required from the customer

ANS: You need to configure SLA's based on your requirements. Please go through the Setting Up SLA'S page from the documentation.

2. If they get any comment from a customer for the closed or resolved issue, the status of the mail request should automatically have to be Re-open.

ANS: You need to use the Automation for JIRA add-on for this. Here is the market place Automation for JIRA add-on and here is the documentation link https://docs.automationforjira.com/.

Regards,
Kishore Kumar Gangavath.

[Tarun Sapra]

Hello @[deleted]

I don't think a plugin is required for the second point as this kind of automation is supported out of the box in JSD

https://community.atlassian.com/t5/Jira-Service-Desk-questions/How-to-allow-customer-close-reopen-issue/qaq-p/67487

https://confluence.atlassian.com/servicedeskcloud/automating-your-service-desk-732528900.html?_ga=2.43484195.746291664.1548063624-1359772982.1527518782#Automatingyourservicedesk-Setuparule