Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Next challenges

Recent achievements

  • Global
  • Personal

Recognition

  • Give kudos
  • Received
  • Given

Leaderboard

  • Global

Trophy case

Kudos (beta program)

Kudos logo

You've been invited into the Kudos (beta program) private group. Chat with others in the program, or give feedback to Atlassian.

View group

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Re-open ticket in jira cloud

I want to setup re-open ticket in jira cloud like when i close or resolve the ticket the customer will get a reopen link in mail .If the user click on re-open link the ticket then only ticket should re-open .Please help here if possible .

1 answer

0 votes

Is this Jira Core/Software (issue), or do you mean a Jira Service Desk Request?

In Jira service desk 

So, first, you need to enable the function in the requests - https://community.atlassian.com/t5/Jira-Service-Management/How-to-allow-customer-close-reopen-issue/qaq-p/67487 has a set of good screenshots on that and some troubleshooting when people get stuck.

The second part of it I am less sure about.  You can edit outgoing email content for Service Desk/Management, but I'm not 100% sure you'll be able to do it with a link - you'd need to generate a link to the specific request so that the user's browser opens on the right page and tries to click "reopen" for them.  With the consequent problem that they may not be logged in.

However, you can automate it a bit - if you switch slightly to looking at email replies (and put in text like "please reply to this if you need to reopen" to tell people you can do it, then you can set up simple automations to catch comments and do stuff like:

Screenshot 2018-03-08 16.58.12.png

Hi Nic 

Thanks for your response .i already knew that simple automation step to reopen this ticket but i need setup for reopen link when i close or resolve the ticket .

And let me tell you the reason behind this .Right now when i resolve any ticket then user get email notification and most of time user reply - Thank you or similar kind of response and due to this comment ticket gets reopen .That's why i need to setup re-open link in resolution email instead of direct comment .

 

Please suggest here .

That does not make sense - you want to reopen an issue when you close or resolve it?

If you really do mean that, then the thing to do is edit your workflow such that you have transitions called "close" and "resolve" that go back to one of the open status.  This will not make any sense to your users though.

I very strongly feel that I do not understand what you are really asking for here.  Could you explain again?  Without saying "I want closing an issue to reopen it" (that's the bit I am clearly not understanding)

Hey Nic,

I am working with Himanshu on this issue in our environment. I think the ask here is that we know there is a legacy automation that will reopen the ticket, but then you run into this issue when people respond back to the resolved ticket email with a "Thank you" which in turn reopens the ticket. We've tried setting up the legacy automation if it includes "thanks" "thank you" "thank you so much" etc. that it would either transition back to resolve, done, closed, OR even set up a webhook like in the linked example instructions below, but they don't work - they keep getting moved into "in progress"

Himanshu was thinking that maybe we could put a link in the resolved ticket email response that would allow users to click that instead which then they could comment there for needing to re-open the ticket, but I read some more documentation in the community today that makes it sound like turning off email comments & email notifications are married to each other and you can't do one without the other, so that complicates things a bit. 

I've looked at a few resources in the community and none of them seem to be able to accomplish this. I've tried this option, but it just keeps moving "thank you" and "thanks" responses into the "in-progress" status, I made sure that the issue screen has a "re-open" transition between Resolved and In-Progress -  https://community.atlassian.com/t5/Jira-Service-Management/How-to-deal-with-short-customer-responses-after-closing-a-ticket/td-p/1382536

 

Other threads - 

1. https://community.atlassian.com/t5/Jira-Service-Management/Allowing-customer-to-reopen-an-issue-from-Closed-or-Resolved/qaq-p/1024316

2. https://community.atlassian.com/t5/Jira-Service-Management/Making-tickets-re-open-when-a-customer-replies-just-doesn-t-work/qaq-p/743198 (this will reopen all tickets even if someone is just saying "thanks"). 

Screen Shot 2020-11-18 at 5.45.04 PM.png

Suggest an answer

Log in or Sign up to answer
TAGS
Community showcase
Posted in Feedback & Announcements

Developer Day is next week – check out the agenda!

Hey there, community! Hope everyone is well and safe! ✨ The last few months have been busy – especially with the judging + picking of our Codegeist 2020 winners, the launch of Atlassian Ventures, a...

196 views 1 7
Join discussion

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you