How a ticket can change into an unsolve status when the customer make un update by mail

[Marc DOS SANTOS]

Hello,

We need to make an automaticaly change of ticket status,

How we can change into an unsolve status when the customer make un update by mail ?

We make a simple rule "add a comment" > "open the ticket" but it let status on "resolve",

Thank you,

[Brant Schroeder · Accepted solution]

Marc,

  You can used the delivered automation "Comment re-opens issue" to accomplish this.  In order for this automation to work there has to be a transition from the current status of resolve to the new status of open.  You need to make sure that you select the proper issue transition to get it to work and the transition has to exist or the status will not change.   

[Marc DOS SANTOS]

Hi,

Thank-you for this reply,

We already make this rule but it's don't work,

What do-you think ?

Marc