How to set an automated response to a closed ticket.

Question

We have end users who like to contact support by finding a very old support ticket and respond to that, even though the ticket has been closed for some time.

Question 1;

How can we set an automated reply to a ticket which has a resolved or closed status informing the end user that they must send in a new request as we will not respond to closed tickets. If the request has a status of resolved and/or resolution of done, then notify the sender that this ticket is closed and they should open a new one.

Question 2;

Could we allow a time limit, so that the end user could reopen a ticket if the creation date is less that say 2 days?

Colin Black_rfx4db · Answer

Thank you @Charlotte Santos -Appfire-,

I have passed on your suggestions to our team, and we will see what comes of that..

Charlotte Santos -Appfire- · Answer

Hi @Colin Black

I’m Charlotte, a support engineer at Appfire and I’m here to help you.

Unfortunately, natively, you’ll not be able to do it the way you need to.

In the app where my team works, Power Scripts for Jira, you would be able to accomplish that and other things, so I brought some possible solutions for your use case:

After installing the app, you will be able to add a Power Scripts condition to the "Reopen" transition in the workflow using the code below:

issue.created.toCalendarDate() > new CalendarDate().minusDays(2)

This will allow to perform reopen transition only when ticket created within last two days. But this assumes that you have some separate automation which triggers "Reopen" transition when a new comment is added.

About the second part of your request, I'm afraid that this kind of automation could generate an infinite loop with instant avalanche of comments, so the alternative would be to send an email to the user by setting up a Listener to Issue Commented event and using the code below:

if(%key%.status== "Done") {
sendEmail(add all necessary parameters here);
   }

If you allow me, I can also suggest another alternative a little different from what you were thinking. It would be creating an entirely new ticket and copying the values. This is something we started doing recently for our support tickets and it seems to be a nice solution. The advantage here is that the new ticket is automatically created and no communication is lost.

To do that, you would need to set up a different Listener to Issue Commented event and use the code below:

if(%key%.status == "Done" && resolutionDate < currentDate() + "2d") { 
string newIssueKey = createIssue( 
"DEMO", "", 
"Task", 
summary 
); 
if(isNotNull(newIssueKey)){ 
linkIssue(key, newIssueKey, "Relates"); 
addComment(newIssueKey, 
currentUser(), "Comment goes here"); 
%newIssueKey%.reporter = reporter; }else{ 
logPrint("ERROR", "An issue was not created"); 
} 
}

These are only some of the many functions Power Scripts offer, so, please feel free to contact our support if you have any questions about these functions or about the app in general.

We'll be happy to help you! 😉

Colin Black_rfx4db · Answer

Thanks Dave,

Its a JIRA service Management project;

I'll take a look at your suggestions..

Regards,

Colin..