Users Reply on closed or resolved tickets

[Suha Amro]

I have customers replying to closed or resolved tickets.

 Is there a way to automate the system to open a new ticket when I receive a reply to a closed one?

Additionally, if I get a reply on a resolved ticket, can the system automatically reopen it?

[Jeroen Poismans · Accepted solution]

Hi and welcome to the community!

This can be achieved easily with automation.

New item on Closed reply

• Trigger: Comment added
• Condition: User is customer + Status = Closed
• Action: Create new item (use summary, description ... from the triggering issue if you need that)

Reopen on Resolved reply

• Trigger: Comment added
• Condition: User is customer + Status = Resolved
• Action: Transition to Status X

More information about Automation + usage:
https://support.atlassian.com/cloud-automation/docs/jira-cloud-automation/

Hope this helps!

[Prachi Bolar]

hello Staffan,

Good one.

Few articles on the same but limiting the customer to reopen the issues within xdays

https://support.atlassian.com/jira/kb/limit-customer-issue-reopening-to-x-days-after-resolution/

https://support.atlassian.com/jira/kb/how-to-modify-your-workflow-to-allow-issues-to-be-reopened/

Thank You,

Prachi

[Staffan Redelius]

Hi,

Good suggestions above but what happens if the customer just replies "Thank you" or something similar? Isn't there a risk that work items are unitnentionally reopened?

Is there a way to only reopen or create a new ticket if the customer isn't satisfied with the solution?

Best regards,
/Staffan

[Jeroen Poismans]

You can make a Transition Re-Open that you expose on the portal (this can be set from the workflow).

At this point it is not possible to force a comment on the portal side, so with this approach you know for sure the customer wants to re-open, you just miss the motivation if he does not have the reflex to add a comment.

[Prachi Bolar]

Hello,

Welcome to community :) 

Please find details below

- You can restrict users from commenting on closed tickets by following the step in this article : https://support.atlassian.com/jira/kb/restrict-comments-on-closed-issues-in-jira-service-management-cloud/

and incase you wish to create a new ticket when someone cmments you can set up automation. Sample like below

Thank You,

Prachi