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Stop Status Change When Reporter Replies to Ticket

DeWayne Robey

How can we stop Status changes made when a Reporter responds to a ticket with a "Thanks" or "Ok."

Tickets that I know I've been working on and are set to a particular status are changed to "Waiting for Support" when a Reporter responds, which makes it look as though there are tickets in my queue that have not been addressed.

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Accepted answers

Max Foerster - K15t

Hi @DeWayne Robey, welcome to the community!

Please have a look at the automation rules in the project settings of your service project. There's, for example, this one:

But maybe you still want to ensure users can reopen their issues.

Best, Max

All comments

Max Foerster - K15t

Hi @DeWayne Robey, welcome to the community!

Please have a look at the automation rules in the project settings of your service project. There's, for example, this one:

But maybe you still want to ensure users can reopen their issues.

Best, Max

DeWayne Robey

Sounds like two different things. In my opinion:

A response to an open ticket that has been set to In Progress should not be changed to Waiting for Support simply because a Reporter responds to a ticket with a "Thanks."
When a ticket is closed there should be a grace period where the Reporter can respond and request further assistance. After that grace period, the ticket should be inaccessible and prompt the Reporter to create a new ticket.

Too often I've seen closed tickets that are weeks old being responded to when a new ticket should be opened, for historical purposes. More often than that, the new response does not have anything to do with the original ticket.

Max Foerster - K15t

Hey @DeWayne Robey , you're right. I just wanted to give you an example of the default automation rules in service projects. There's also one called "When a comment is added → update the status," and I'm sure that's a rule you also want to adjust then. But I don't know what has been configured in your project. So you will have to navigate to the project settings and have a look for yourself.

Best, Max

DeWayne Robey

Thanks, Max. Great input! I'm new to my current employer and I'm new to Jira. Now, I'm told that only a Jira contractor has access to the settings.

At least now I know that modifications, like the ones I'm interested in, can possibly be done.

I appreciate your help.

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