Reopen an issue that is completed status if commented by a customer

Corin Stabler December 22, 2022

Hello, how do i set a automation rule to re-open an issue that is completed status if commented by a customer?

2 answers

2 votes
Fabio Racobaldo _Herzum_
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December 22, 2022

Hi @Corin Stabler ,

there is an useful article for that https://community.atlassian.com/t5/Jira-Service-Management-articles/Reopen-ticket-with-automation-rule/ba-p/916601

Please check, in automation rule, that the user who performed the action is a user

Adding the automation rule

Now that you’re set up with the reopen transition, you need to add the automation rule. As commented above, Service Desk already has a default template for that that we can use. The step to do this is very simple:

  1. Go to your Project settings > Automation

  2. Click in Add Rule > select Comment re-opens issue

  3. Edit the fields accordingly:

    1. Issue Matches – change the status name to the name of your Closed status

    2. User Condition -> User who triggered the event is a Customer
    3. Then do this – Transition Issue using Reopen ticket transition that you created

  4. Save the rule

Hope this helps,

Fabio

0 votes
Rudy Holtkamp
Community Leader
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Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
December 27, 2022

Hi @Corin Stabler ,

Make a rule such as:

image.png

Of course there needs to be transition possible from 'Completed' to 'Reopened' (or whatever you have called the statuses).

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