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Old issues are getting multiple times commented / re-opened

Old issues are getting multiple times commented / re-opened

Hello Atlassian Community.

we have currently Jira Service Desk (at the end of year we will migrate to cloud) and have an automation rule, which automatically to re-open issue, if a user comment on it. This is useful when there users has again an problem.

But we have the situation where users will now reuse this issue for everything else instead of creating a new issue. Is is possible to say, when issue 2 weeks than nobody is more allowed to comment it?

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Hi @Roger

A personal view: There is a grace period between Resolved and Closed where a customer can re-open a ticket if the issue is not resolved or if the request has not been executed correctly. In that case, the ticket is re-opened.

Automate that tickets in status Resolved without feedback from the customer are Closed after x (working) days.

If a ticket is re-opened for an additional or a different question, then the customer should be made aware that a new ticket will be created because it's not a comment/feedback on the original ticket.

Once a ticket is in status Closed, it should not be possible to be re-opened and comments can be disabled by a workflow property This should prevent old tickets from being re-opened, for example, because the issue re-occurs.