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Automation rule to create new ticket

Prakriti Arora

Hello,

Can I please get a suggestion on what automation rule can be set up to create new tickets if comment is added to a closed ticket?

The initial issue is that when a customer sends email to create a new ticket, it lands up as a comment to a closed ticket so, the I was thinking of the above solution to mitigate this issue since I have tried everything else.

Thanks,

Prakriti

Accepted answers

All comments

Paul Wiggers

There is no need for an automation, you just need to lock the issue for comments and edits.

You can do this in the workflow.

Edit the workflow
Select the Closed status
Select properties
Make sure the properties are set to:

When a customer replies on a closed issue, it will automatically create a new issue.

One thing to keep in mind, when a customer replies with an e-mail address that is not part of the conversation (not a request participant), the comment will still be added. However, this comment wouldn't trigger any automations as well but can cause lost comments.

Is this what you are looking for?

Ash Yadav

Hi @Prakriti Arora ,

If you're really looking for an automation approach then something like this should work:

I would personally look into @Paul Wiggers answer as workflows are more robust in my opinion. Both should work though so its up to you.

All the best,

Ash

Prakriti Arora

Hello Paul, I did as you suggested last week but adding the above the workflow didn't really help. The emails are still landing as comments to closed tickets so, that is why I thought of creating an automation rule.

Prakriti Arora

Thanks for the reply. Just wondering if this would copy the whole thread from parent ticket?

Ash Yadav

As in the comment thread?

I’m not near a computer to test it but I don’t think so. You can however clone the issue instead of creating another one and create an issue link, might be what you’re looking for?

KR,

Ash

Paul Wiggers

That is strange, this should work. I have it set up this way in my company's instance and comments to closed tickets, will create a new ticket.

Just a few questions, some might sound straightforward

Have you published the modified workflow?
Can you share a screenshot of the status properties?
Can you share a screenshot with a comment being added to a closed issue?
Can you share the history tab of the closed issues that is being commented on?

Prakriti Arora

Hey Paul, you suspected right. I had not published the draft workflow. Done now. Hope this fixes the issue. Many thanks for your help.

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