How to get a closed ticket back into your Queue

Louise Christie

Hi, I have turned on the automation 

When a customer comments on a closed request → then reopen the request

and set the request to open with the status Reopened (which I added to my workflow) but the request is not coming back into my queue

How do I get it back onto my queue?

Regards

Louise

John Funk

Hi Louise - Welcome to the Atlassian Community!

It's probably because the Resolution field is not getting cleared. You need to update your Workflow for the transitions from Done to the open statuses to add a Post Function to clear the Resolution field.