Ticket automatically unresolving itself when a new note is added

Jack Reynolds_3qhp4h

Hello,
We are using the Jira Service Management for our IT helpdesk, we have recently created this and starting using it. I was wondering if anyone had any experience or knowledge how to set so that say if a ticket is sorted and then set to resolve, if the client then adds a note to the ticket later on down the line it will automatically set back to waiting for support rather than just stay as resolved?
Many Thanks
Jack

Jack Brickey

Hi @Jack Reynolds , welcome to the community. When you indicate "resolved" is that the status of the issue or are you referring to the resolution field? I suspect it is a former, but want to be sure. Now if you are simply wanting to re-open an issue when the customer comments on an issue that is in the resolved status, then there is a rule in automation templates you can use for this specific case. If you go into the automation section under project settings and click on templates, you can search for reopen and you should find it.