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Reopen a ticket with after customer email reply

Wilson Lima_85yh1i

Hi guys,

This is the case when a ticket, incident/request is resolved. The customer/reporter will receive an email notification. Once the customer needs to reopen the ticket, he will reply to the email notification with the expectation that the ticket will be reopened. So here is the point, I could not find how to enable this possibility, making JSM reopen a closed ticket as soon as the customer reply the email.

Do you know how to make this happen?

Cheers,

Wilson

Accepted answers

Trudy P Claspill

Hello @Wilson Lima

Welcome to the Atlassian community.

You could create an Automation Rule to do that. Are you familiar with Automation Rules?

https://support.atlassian.com/cloud-automation/docs/jira-cloud-automation/

All comments

Trudy P Claspill

Hello @Wilson Lima

Welcome to the Atlassian community.

You could create an Automation Rule to do that. Are you familiar with Automation Rules?

https://support.atlassian.com/cloud-automation/docs/jira-cloud-automation/

Wilson Lima_85yh1i

Hi @Trudy P Claspill ,

Thanks for your answer.

I'm kind of new to JSM and could already build two or three rules. However, I was not able to make this need work specifically.

I even tried to adapt the "When a customer comments on a closed request → then reopen the request" template to it, but it doesn't work.

Trudy P Claspill

Hello @Wilson Lima

Please show us any rule that you created (screen images of the entire rule) and the rule Audit Log output from when the rule was executed.

We need to see the rule itself to see how it was constructed.

We need to see the Audit Log to get an idea of what happened when the rule executed.

And when you say a rule "doesn't work" it is helpful if you explain what it did that you did not expect and what if did not do that you expected it to do.

Wilson Lima_85yh1i

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