Re-opened tickets don't work

[Salvatore Cicero]

Hi, i have a problem on jira... 

when customers reply to a closed issue, the issue doesn't reopened automatically and i don't see the comment on the ticket..as the person doesn't reply me..

Before the upgrade at Jira Software 9.3.0 and Jira Server Management 5.3.1, it works correctly: customers replied to the mail and automatically i see a new ticket on my Jira desk and a mail warned me... now this process doesn't work.

How can I do?

Thanks 

[Dave Mathijs · Accepted solution]

Hi @Salvatore Cicero welcome to the Atlassian Community!

This may be a result of sunsetting the legacy automation rules.

Please check your project settings and look in Automation for Automation vs Legacy automation or Project automation

You might need to reconfigure legacy automation rules to new automation rules.

[Salvatore Cicero]

Hi, it works.

Thanks