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Reopen a ticket, but only within 7 days

Phil Buckley_xya1kr

Hi,

We have automation in place for 'Rule is run when a new comment is added to an issue.' to re-open tickets.

However, we don't want tickets re-opening if the ticket was closed over more than 7 days. ago. Instead, we want a new ticket to be created.

Is this possible?

Many thanks in advance

Phil Buckley

Accepted answers

Jack Brickey

add a condition JQL - resolutiondate >= -7d

this will allow the rule to continue if the issue was resolved within the last 7 days

Phil Buckley_xya1kr

@Jack Brickey I have another/further question relating to this, rather than creating a new thread I thought I put it here.

Are you able to answer this one....

Is automation the right place for what I am wanting to achieve or should additional steps be added to a Workflow?

Many thanks

Phil

All comments

Jack Brickey

add a condition JQL - resolutiondate >= -7d

this will allow the rule to continue if the issue was resolved within the last 7 days

Phil Buckley_xya1kr

Hi Jack and many thanks for the JQL line.

I've added and tested this successfully. Any ideas on how best to create a new ticket if the comment is older than 7 days?

Kind regards,

Phil Buckley

Jack Brickey

Sure. I would use if/else Condition.

If condition uses the JQL above and the action is to reopen. The else action is to use Create new issue.

it should be pretty straightforward when you start to play with it. However, if you run into any difficulties at all, just let me know and I can try to throw together an automation example.

Phil Buckley_xya1kr

Thanks Jack,

I put an If and an Else-if in place to Clone an issue, it looked to work ok however now when closing a ticket it re-opens. I guess the first rule is causing this.
What should I change the first step to be?

Many thanks again
Phil

Phil Buckley_xya1kr

@Jack Brickey I have another/further question relating to this, rather than creating a new thread I thought I put it here.

Are you able to answer this one....

Is automation the right place for what I am wanting to achieve or should additional steps be added to a Workflow?

Many thanks

Phil

Jack Brickey

Hi Phil, yes, I think automation is the right tool for the job here. Are you still having issues with setting this up correctly?

Phil Buckley_xya1kr

Thanks Jack,

Well... I think I have it configured correctly but it is not working in a test project.

Jack Brickey

Please provide a screenshot of rule and audit log showing where things are going wrong.

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