JSM Workflow for Reopened Tickets

[Amanda Barber]

JSM newbie here!

I'm looking to set a workflow in JSM to reopen a ticket when a customer replies to a closed ticket. I thought I could just add a transition in the workflow from Closed to Waiting for Support and use an automation to move the ticket and notify the assignee, but I keep getting this error:

I see an old, known bug that might relate to this, but wasn't sure if anyone had a JSM-specific workaround to share?

Thanks in advance!

Amanda

[Hana Kučerová · Accepted solution]

Hi @Amanda Barber ,

I'm afraid the old known bug is still there. You will have to create the copy of workflow, do the changes there on the inactive workflow and switch the workflows.

[Amanda Barber]

Thank you for confirming, @Hana Kučerová! 

[Susan Waldrip]

Hey @Amanda Barber , welcome to the JSM family! 🥳

[Amanda Barber]

Thanks, @Susan Waldrip 💙