Reopen an issue that is completed status if commented by a customer

Corin Stabler

Hello, how do i set a automation rule to re-open an issue that is completed status if commented by a customer?

Fabio Racobaldo _Catworkx_

Hi @Corin Stabler ,

there is an useful article for that https://community.atlassian.com/t5/Jira-Service-Management-articles/Reopen-ticket-with-automation-rule/ba-p/916601

Please check, in automation rule, that the user who performed the action is a user

Adding the automation rule

Now that you’re set up with the reopen transition, you need to add the automation rule. As commented above, Service Desk already has a default template for that that we can use. The step to do this is very simple:

1. Go to your Project settings > Automation

2. Click in Add Rule > select Comment re-opens issue

3. Edit the fields accordingly:

   1. Issue Matches – change the status name to the name of your Closed status

   2. User Condition -> User who triggered the event is a Customer

   3. Then do this – Transition Issue using Reopen ticket transition that you created

4. Save the rule

Hope this helps,

Fabio