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

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

Hi @Corin Stabler ,

there is an useful article for that

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,


0 votes

Hi @Corin Stabler ,

Make a rule such as:


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

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