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JIra Service Management - Ticket Closed - Email Request - create another ticket

Albert Manuel

Hi,

We run Jira Service management, and when a ticket is in Closed status, we have set up propriety to close the comment section - but there are customers that create tickets via email, and if we close a ticket, and they reply again by email - we want to create another ticket and link it back to the original one - closed.

Is this possible?

Accepted answers

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Gaurav_0av1h6

Helo @Albert Manuel

This is possible with the use of Automation. I have done something similar for my cloud instance, though we do not have the restriction for commenting on the closed issues.

Please refer to the below screenshot for details of the automation. This can be customised as per your use case.

Please share if any guidance on customisation is required.

Kindly accept the answer if this helps resolve the query.

Create Issue for Cosed.JPG

Albert Manuel

Hi @Gaurav

Thanks a lot for the answer. Everything you said works, but for us, having the comments closed (once a ticket reaches the "closed" status) i have no idea how to "catch" a comment - coming from an email and create a new ticket from him.

Gaurav_0av1h6

Hello @Albert Manuel

To mimic your scenario, I have implemented the restriction on comments for closed tickets. Post this, reply to that mail thread for the closed ticket created a new ticket and informed about the new ticket as well.