I have an issue with an old case which has been closed and the customer responded to it but it's still closed. Shouldn't it be re-opened when they come back to us?
Here is a screenshot of my workflow:
@Dean Mullarkey ,
for the issue to be reopened upon customer comment you need to ensure you have an Automation that is triggered when customer comments on a Closed issue. Alternatively, if the customer uses the portal you could expose the Reopen transition which allows the customer to reopen by clicking the reopen link and adding a comment as to why.
HI @Dean Mullarkey
You Doing the Trnsaction to both side Close to Reopen And Reopen To Close
Check This Transaction Remove Once And add It Again
Thanks,
PVS
So, add a transition from closed to reopen and a transition from reopen to close?
It looks like you're new here. Sign in or register to get started.
