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JSM Workflow for Reopened Tickets

Amanda Barber

JSM newbie here!

I'm looking to set a workflow in JSM to reopen a ticket when a customer replies to a closed ticket. I thought I could just add a transition in the workflow from Closed to Waiting for Support and use an automation to move the ticket and notify the assignee, but I keep getting this error:

Screenshot 2024-12-17 at 4.11.25 PM.png

I see an old, known bug that might relate to this, but wasn't sure if anyone had a JSM-specific workaround to share?

Thanks in advance!

Amanda

Accepted answers

Hana Kučerová

Hi @Amanda Barber ,

I'm afraid the old known bug is still there. You will have to create the copy of workflow, do the changes there on the inactive workflow and switch the workflows.

All comments

Hana Kučerová

Hi @Amanda Barber ,

I'm afraid the old known bug is still there. You will have to create the copy of workflow, do the changes there on the inactive workflow and switch the workflows.

Amanda Barber

Thank you for confirming, @Hana Kučerová!

Susan Waldrip

Hey @Amanda Barber , welcome to the JSM family! 🥳

Amanda Barber

Thanks, @Susan Waldrip 💙

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