Autom. creation of new ticket, if issue closed or resolved?

Question

We have closed or resolved issues, now our customers sends a mail and an additional comment will be deposited at the "old ticket/issue".

What we want is: No comment should be added on resolved/closed ticktes. We want that instead of adding a comment a new issue should be opened/created.

Josh Olds · Answer

Thanks Angelica,

Looking at also adding a comment through automation on the source ticket of the newly created ticket number. What would you suggest?

Angélica Luz · Answer

Hello Bernhard,

Thank you for reaching out to Atlassian Community!

When a request type is associated with a workflow that doesn't have the option to reopen the ticket, the comment will be added and nothing will happen, because there are no transitions. Also, as the customer has permission to comment on the ticket since they are reporter or participant, it's not possible to prevent or block them to add a comment to a closed issue.

As a workaround, you can use an automation that will create a new issue if a comment is added to a closed issue, but it won't add the customer as the reporter, it will be necessary to change these details manually after the ticket is created.

Another workaround is also related to an automation, where you can automatically send an email to the customer informing them that the ticket is closed and for them to create a new ticket.

Hope this helps!

Regards,
Angélica