How to reopen an "Done" ticket automatically

[Siegbert Heinecke]

If an user ticket is solved our support-team sets it to "Done". The user gets a message about this. The user checks the solution and if he isn't satisfied completely he inserts an comment for the issue. If he does so, i'd like Jira to reopen the issue.

We have implemented only a basic workflow definition (very simple). What will be the best definition for an automatic reopen action? 

[Joe Pitt · Accepted solution]

Being in the cloud you're restricted on plugins. If you're asking them to add a comment, the easiest change would have two transitions from the done status only the reporter can execute. One labeled Reopen that reopens the ticket and CLEARS the resolution field in a post function. I would put a custom field of something like "Reporter Reopen Comment" and the second labeled Complete. 

[Siegbert Heinecke]

Hi Joseph

thank you for answering so quickly.

I will try this,

regards

Siegbert

[Joe Pitt]

If it works please accept the answer