Issues with Bi-Directional Text Alignment & Service Request Reopening

[Tomer Toueg]

Hello,

We've recently encountered two technical issues in our Jira Service Project setup and would appreciate your guidance:

1. Bi-Directional Text Alignment Issue
   We use Jira Service Management as our customer support platform, supporting both English (LTR) and Hebrew (RTL). When we compose responses that mix both languages, the text alignment remains left-aligned, which results in formatting inconsistencies in both our responses to customers and their service requests.
   • Is there a way to fix this issue or apply a workaround that ensures proper alignment when using mixed languages?
2. Service Request Not Reopening After Customer Replies
   Our current settings are configured to reopen a service request if a customer replies to a previously closed or resolved ticket. However, while we do receive notifications about customer replies, the service request remains closed and does not transition to an open state.
   • What could be causing this issue, and how can we resolve it?

Thank you for your help!

Best regards,

Tomer

[Dan Breyen]

Hi @Tomer Toueg welcome to the community.  I did a quick search on Atlassian's Jira Site and found a few open issues.  JRACLOUD-15355 seems closest to your issue.  I would suggest voting for and watching it for updates. I went ahead and voted for it too.

Could you clarify what you mean by 'current settings are configured to reopen a service request'? 

I'm aware of an Automation that could be used to reopen the issue if a customer comments on it.  Are you using that?  Here's where I found that template: Automation to ReOpen Closed Issue 

Hope that helps.