customer replies an old ticket that opens instead of creating a new

Question

Hi,

Not sure if this has been asked before. 
When a customer replies to a ticket that is older than, say 1-2 weeks, the old ticket reopens with a notification to the ticket owner.
Yesterday this happened to a ticket that had been resolved in October and had stayed closed since then. The ticket owner is on vacation so I have to keep an eye on the mail box in Outlook to be informed.

How do I change so when a customer replies to an old ticket it stays closed but a new ticket is created that links to the old one?
When I have worked in other systems the ticket is set to resolved and if nothing happens during X (usually between 7-14) days it is automatically set to closed and cannot be reopened.
/J

Walter Buggenhout · Answer

Hi @Julia Mason and welcome to the Community!

If a ticket reopens when a customer replies (i.e. in Jira terms: adds a comment to the ticket), it is because an automation rule in the background detects that action and in response changes the ticket status.

You should be able to locate that automation rule by looking at the automation section on the ticket details and look at the recent automation rule executions.

To adjust the behaviour, edit your automation rule and add a condition so it does no longer reopen the ticket if the resolved date is older than e.g. 2 weeks.

Hope this helps!

Marc -Devoteam- · Answer

Hi @Julia Mason

Welcome to the community.

If your workflow in the proje t has a closed status after resolved, you can close these issues after a certain amount of days by creating an automation rule.

This rule would be a scheduled rule to run daily to check if issues in status resolved are not updated for the amount of time you want (condition in the rule) and then transferred to Closed

On the closed status in the workflow you can set a property.

Property to set: jira.permission.edit.denied