Create Workflows

Question

I have two requirements. which listed below

Please help me

1.Need to pause resolution time whenever information required from the customer

2. If they get any comment from a customer for the closed or resolved issue, the status of the mail request should automatically have to be Re-open.

Tarun Sapra · Answer

Hello @[deleted]

I don't think a plugin is required for the second point as this kind of automation is supported out of the box in JSD

https://community.atlassian.com/t5/Jira-Service-Desk-questions/How-to-allow-customer-close-reopen-issue/qaq-p/67487

https://confluence.atlassian.com/servicedeskcloud/automating-your-service-desk-732528900.html?_ga=2.43484195.746291664.1548063624-1359772982.1527518782#Automatingyourservicedesk-Setuparule

Tarun Sapra · Answer

And for your 2nd requirement, you can do this out of the box using Automation rule provided by Jira service desk

https://confluence.atlassian.com/servicedeskcloud/automating-your-service-desk-732528900.html?_ga=2.43484195.746291664.1548063624-1359772982.1527518782#Automatingyourservicedesk-Setuparule

https://community.atlassian.com/t5/Jira-Service-Desk-questions/Making-tickets-re-open-when-a-customer-replies-just-doesn-t-work/qaq-p/743198

https://community.atlassian.com/t5/Jira-Service-Desk-questions/How-to-allow-customer-close-reopen-issue/qaq-p/67487

Tarun Sapra · Answer

Hello @Bhanu Chander

Regarding the pausing the resolution, have you read the docs, as it's nicely defined in the docs

https://confluence.atlassian.com/servicedeskcloud/setting-up-slas-732528967.html#SettingupSLAs-Setatimemetric