nav[aria-label="Primary Navigation"] { padding: 0; & ul { list-style: none; width: 100%; display: flex; flex-direction: row; justify-content: start; align-items: start; gap: 30px; padding: 0; & li { margin: 0; } & ul li { list-style: none; } } }

Notify assignee if comment added to Resolved or Closed ticket

Chad Lemmer

Is there a way to make sure the Assignee on a ticket continues to receive email notification when a comment is added to a Resolved or Closed ticket?

It appears that after a ticket is Resolved or Closed, there are no further email notifications to the ticket assignee if a comment is added. So if a customer adds a comment (via the portal or email reply) after the ticket is Resolved or Closed, the Assignee will never know.

Thank you for any suggestions.

Accepted answers

Brittany Wispell

Hey @Chad Lemmer

You can do an Automation rule where when a customer comments -> reopen the ticket... this will notify the assignee.

If there is something the Assignee needs to do after the customer comments then it restarts the ticket.

All comments

Brittany Wispell

Hey @Chad Lemmer

You can do an Automation rule where when a customer comments -> reopen the ticket... this will notify the assignee.

If there is something the Assignee needs to do after the customer comments then it restarts the ticket.

Chad Lemmer

Thank you! Worked great!

Brittany Wispell

Glad it helped if you have any other questions on how to do this let me know.

If you could click the check mark next to the vote area and accept this as a solution that would be great! Thanks

Stephanie M LeBlanc

Is there a way to do this without reopening the ticket?

Welcome!

It looks like you're new here. Sign in or register to get started.

Quick Links

Find more posts tagged with

jira-service-desk