Closed Tickets keep re-opening

Question

Hi,

Jira Service Desk closed tickets are being resolved then after 24 hours they are automatically being closed.

For some unknown reason some tickets are re-opening themselves and I can't for the life of me fathom out why.

Has anyone had a similar issue or can anyone offer any advice on what the problem may be.

Regards Dean.

Nic Brough -Adaptavist- · Answer

Ok, but have a look at the issue history - that should be capturing the change and who did it.

Dean Bazeley · Answer

Hi Nic,

Thanks for your prompt response but it's not every ticket, it's just random ones.

I can't find any common identifiers to narrow the potential reason for them re-opening.

I will look at the automation anyhow.

If you can think of anything else please do let me know.

Regards Dean.

Nic Brough -Adaptavist- · Answer

What does the issue history say for the issues that are re-opened?  What user is doing it?

My guess though - you've got an "automation" re-opening them incorrectly.  I'd read through the automations in the project carefully!