@Lakshmi Narayana, unsure what you mean by "define custom conditions".
To allow the customer to reopen a resolved ticket edit the workflow and ensure there is a 'reopen' transition from done/closed status then click on the transition and expose it on portal, here is image.
The Jira Service Desk marketing team is working on a guide to help new Atlassian customers switch from email to JSD and we'd love to hear from you! Please share: - What made you realize that i...
Connect with like-minded Atlassian users at free events near you!Find a group
Connect with like-minded Atlassian users at free events near you!
Unfortunately there are no AUG chapters near you at the moment.Start an AUG
You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs