A new ticket is creating when user is commenting on resolved ticket

Question

Hi Team,

In our JSM Instance

1.when a user is commenting on resolved ticket there is a new ticket is creating how can we stop this

2.Error notifications are creating new tickets

3.If some one is responding to the calendar ticket the new ticket is creating

Kindly help us on this to stop creating new tickets .

Thanks ,

Madhuri

Jeroen Poismans · Answer

Hello Zoe,

Pretty sure it's not going to be a bug or something within the product. Please have a look or have an admin have a thorough audit of the active automation rules. Not only the ones in a project, but also the globally scoped.

This behaviour is reactive on an action, so automation s the first place to look here.

Jeroen

Zoe Stewart · Answer

Hi Jeroen

Thanks for your feedback I am having the same Issue something has changed in JIRA and ever action we make a new ticket is created if we delete that ticket another is created with all of the related ticket numbers ike in a continuous cycle

Jeroen Poismans · Answer

Hi,

Have a look at your project's automation section. there is probably a rule active stating that when a comment is submitted on a Closed ticket, a new one is to be created.

You need to have the Administer project permission in order to be able to do this.

Jeroen