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Automatically reopen case every year

Tales Miranda

I would like to know if there's a way to create make a group of work orders to reopen on a semester/yearly basis.

My goal is to have orders that are complete/closed changed to open/reopen at a specific week of the month. It would be ideal instead of creating a new order, since it will show all the records for changes.

Let's say a machine needs preventive maintenance every 6-months. It will be ideal to have the same order re-open so our tech can review what was done previously, without having to go through different cases or subtasks.

Accepted answers

Dan Breyen

Hi @Tales Miranda welcome to the community. It appears you are using the cloud. With that, I'm pretty sure with Automation in the cloud, you could get tickets to automatically create. I'm no expert on it, but it would be something that I would look at. I'm not sure if I would want to reopen old tickets from a tracking perspective, but that's up to you.

Hope that helps.

Jack Brickey

Hi @Tales Miranda , welcome to the community.

You can certainly do that, but before we go there, I would like to share a similar scenario that I employed. I am not a big fan of reopening issues, so what I had done instead was to create a primary issue and then use sub tasks for each periodic maintenance event. In this way, the main issue could be used to track full maintenance records. Our iso 9000 auditors loved it.

that aside if you still wish to reopen an existing issue, then you will want to create an automation rule that runs on a schedule, and you will need to define when you wish to reopen the issue. The second bit is to be able to determine what issue to reopen. However, if this is an annual event, then I would suggest simply putting in the static issue Key. So it might look like this...

All comments

Dan Breyen

Hope that helps.

Jack Brickey

Hi @Tales Miranda , welcome to the community.

Jack Brickey

Oh, and you need to ensure the workflow allows reopening of issues.

Tales Miranda

Appreciate it Jack!

If I were to follow your recommendation and create the yearly sub-tasks, only difference would be to switch from the "Transition the issue" to a "create sub-tasks". Is that correct?

Jack Brickey

Correct. You can then create the Summary by adding the maintenance year using a smart value , e.g. Machine ABC maintenance record for year {{now.Year}}

In this way you have a nice clean maintenance record and each can illustrate pass/fail records.

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