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Notify assignee if comment added to Resolved or Closed ticket without reopening the ticket

John Luyun

Hi All,

As stated in the subject, is there a way to notify the assignee if a comment has been added to a Closed/Resolved ticket without re-opening the ticket?

I found this TOPIC but the solution indicated will definitely re-open the ticket.

Any help regarding this would be greatly appreciated. Thank you

Accepted answers

Mike Bowen

Hi @John Luyun

Presently that is exactly how it works at our company. If a closed or resolved ticket gets a comment the assignee gets notified but the ticket stays closed.

Check this example out: Jack Blackbeard adds a comment to a closed ticket created by Tony Stark.

No notification but assignee can see the queue.png

I got the notification because I was the assignee of the ticket.

Closed ticket 2.png

Now this is where it gets interesting, because on a busy help/service desk your closed tickets queue will be full of other closed tickets... so this is the solution we have in place and it works perfectly well even if the email notification was missed by myself.

We have a queue called Closed tickets updated recently. Basically if a ticket gets updated and this can be a comment from an internal (agent or admin) or external (customer) then it appears at the top of the queue in Closed tickets updated recently. Since this queue is part of our process (to be looked at every day) we can see tickets that have been updated. Tickets are still closed.

Closed ticket 3.png

Opening the ticket reveals the comment from the customer and you can see the ticket status is still closed.

Closed ticket - 4.png

-Mike

All comments

Mike Bowen

Hi @John Luyun

Presently that is exactly how it works at our company. If a closed or resolved ticket gets a comment the assignee gets notified but the ticket stays closed.

Check this example out: Jack Blackbeard adds a comment to a closed ticket created by Tony Stark.

No notification but assignee can see the queue.png

I got the notification because I was the assignee of the ticket.

Closed ticket 2.png

Closed ticket 3.png

Opening the ticket reveals the comment from the customer and you can see the ticket status is still closed.

Closed ticket - 4.png

-Mike

John Luyun

Hi @Mike Bowen ,

Thank you for your detailed reply. Apparently, our notification settings has been accidentally change. As it is now back to the standard setting, the Assignee is now getting notified whenever someone comments on a closed ticket.

Brilliant idea in creating a queue for closed tickets updated recently! I might have to copy that one from you and add it to our process if you don't mind.

Anyway, do watchers and participants get notifications as well whenever a comment has been added on a closed/resolved ticket? Or would it only be for the Assignee?

Kind regards,

John

Mike Bowen

Hi @John Luyun

Watchers and Participants - I would like to say YES for both, and if my Notification set up was 'default' I am confident that would be true, but it all depends on how one has set up Notifications (Project Settings - - Notifications) on the project.

One can customise the notifications for every scenario or just for the assignee, or just the reporter or every possible option available.

The thing to remember is that email notifications can get out of hand and most people don't want to be bombarded with multiple emails, so it is a fine balance.

But I see in my notifications I have 'All Watchers' set to notify on Issue Commented...

A Participant would definitely get the notification because a participant is like a CC on an email and we use it a lot and it ticks all boxes for notifications.

Issue Notification 1.png Issue Notification 2.png

By all means copy and play around with the Queue idea. The script I used on the queue is below:

updated <= 4d AND status = Closed ORDER BY Updated DESC

Kind regards,

Mike

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