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"Resolved" tickets - if responded to by sender - to re-appear as "Waiting for Support"

Hi

I`m using JIRA for technical support tickets.

When we close a ticket as "Resolved", if the original sender responds to that ticket, we don`t get any notification. We would like to get these put back in to the JIRA queue as "Waiting for Support".

I have tried adding a rule as: -

* Project Settings

* Automation

* When: Rule is triggered on - All comments

* Reporter is: Issue reporter

* And: Issues match status category = done

* Then: Transition the issue to - "Waiting for Support".

Does not seem to work.

Appreciate any advice.

Regards

Accepted answers

All comments

Hey @Richard Hosier ,

At a quick glance that rule looks ok. Can you check the Audit of that rule to see if it triggered and what the outcome was?

you should be able to see it on the Rule details.

Hi.

Thank you kindly for coming back.

Here is the Audit: -

Added response in the wrong place!

Added details.

Thanks

Allright so the error message says that the transition cannot be resolved.

Can you validate that the transition is possible from Resolved -> Waiting for support?

The error message hints towards the fact that it isn't (maybe see if you can do it manually?)

Maybe I`m being very think!

How can I do this?

Thanks v much

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