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Transition issue - Tickets not reopening

IT Manager_k7n859

Hello,

I've read numerous posts on this topic but I can't seem to get to the bottom of my issue. I just can't get tickets to reopen when a user comment son them after they are marked as done or closed. I just get an unhelpful "ERROR" in the automation logs with the addition of "Transition issue: Reopened".

1. The transition exists

2. The transition runs as my admin account

3. The transition applies to the correct Issue Type

4. The workflow is not in a Draft state

Automation rules:

Comment added ->

Issue matches: Resolved, Closed, Done and comment is public ->

Transition issue: Reopened

Is there any way I can get a more detailed log of what is exactly failing? Any help would be super appreciated, this is driving me nuts.

Thanks,

ITGuy

Accepted answers

Jack Brickey

Have you confirmed you can manually reopen the issue in question? In #2 above do you mean the “automation runs...”?

All comments

Jack Brickey

Have you confirmed you can manually reopen the issue in question? In #2 above do you mean the “automation runs...”?

IT Manager_k7n859

Hi Jack, thanks for the quick response.

Yes, infact there is a button at the top of the ticket "Reopen issue" which takes the status to the "Reopened" status. Clicking the show workflow link next to this shows the correct workflow is being used.

Correct, sorry I meant the automation runs as. I have tried both options in this regard, giving all customers permission to run the automation.

Thanks again.

Jack Brickey

So it seems that the automation is failing the transition. Here is something to try. See if you can take some action other than transition, e.g. alert a user. Just to see if it is failing the transition or any action.

IT Manager_k7n859

Alert user worked, I get the green tick and a message.

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