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Re-open issue when reporter comments' failed!

GRUPO NEXT

Hi Community,

I need your help.

Yesterday I give access to my customer to re-open the ticket as another user told me (Solved: How to allow Service Desk Customer to transition s... (atlassian.com)), but I have two problems.

We are receiving a lot of mails with this subject: Re-open issue when reporter comments' failed!

I have tried to open the links are in the mail, but I dont understand anything. JIRA 03 02 2021.jpg

Accepted answers

Jack Brickey_h10pa4

@GRUPO NEXT , no worries here glad to assist. Can you add the following screenshots:

project > project settings > automation, find your automation "re-open issue when reporter comments" and go into edit mode and take a screenshot
open the "view logs" at the top and click on the log entry where there was the failure and take a screenshot.

we should be looking to see what the logs tell us.

All comments

Jack Brickey_h10pa4

@GRUPO NEXT , no worries here glad to assist. Can you add the following screenshots:

project > project settings > automation, find your automation "re-open issue when reporter comments" and go into edit mode and take a screenshot
open the "view logs" at the top and click on the log entry where there was the failure and take a screenshot.

we should be looking to see what the logs tell us.

GRUPO NEXT

Audit log.JPG audit log 2.JPG

GRUPO NEXT

Thanks in advance for your help and support.

What I need is my cx can closed and reopen a ticket from his side....

Daniel Ebers

I am wondering if the "then: Transition the issue to 10014" part still shows a valid status the transition should be made to.
Nothings against a numerical but isn't it common that there a step name like "Done" is written? Could you please check if this could be the cause?

In log for a earlier timestamp, for example 04/02/21 02:23:24 "Some Errors" is visible.
Is this particular one logging something more meaningful like the ones reading "No actions performed"?