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

Create "New Issue" when Customer answers on "Closed Issue"

Hey there,

we do automatically close Issues after they have been 14 Days in "completed" Status.

How to configure JSD that Customers can't answer on Closed Issues anymore - if they answer on closed Issues - a new Issue should be created instead.

Any Ideas on that?

thx, bye from Austria

Andreas Schnederle-Wagner

3 answers

1 accepted

Solved it using "Automation for Jira" Plugin - When Issue is closed - create new Issue with the last Comment Text, Author = Comment Author, Link Tickets & mention new Ticket in Original Issue.

thx all, bye from Austria

Andreas

interesting solution, but 'out-of-box'.

I would advise you to study your notification scheme in advance. because if you have a lot of clients and they will constantly receive letters on their comments that a new task has been created / updated status - they will quickly start complaining. there is also the possibility that confusion will begin in the notifications and it will be unclear for the Client to respond to.

Hey Alexander,

thx for pointing out Notification Schema - in our Case it's already configured properly! ;-)
In general we don't send out Automated "Ticket created" Mails. One Agent a Day is in charge of roaming through the new Tickets and if they can be solved within a few Minutes they do it - otherwise they send out Canned Response that we are on it as soon as possible ... ;-)

Andreas

Hi @Andreas Schnederle-Wagner ,

Let me get your requirements clearly

  • Customers can't answer on Closed Issues anymore - You need to make sure that the underlying workflow stops when issue is Closed (when issue has spent more than 14 days in Completed status). There should not be any reopen transition. Also, ensure that adding a comment does not reopen the issue
  •  if they answer on closed Issues - a new Issue should be created instead. - This looks weird. As the issue does not have reopen transition, what do you mean by answer on closed issues. Do you mean adding a comment for a closed ticket should create a new ticket? If Yes, then native behaviour does not support creating a new ticket. You should be looking at third party apps or scripts. 

My recommendation in your case would be, to have a transition Reopen as a new ticket transition after ticket is closed, where in you write a script or use some third party post function to create a new ticket. 

Hope this works for you.

Regards,

Ravi Varma

Hey @Ravi Varma _Bob Swift Atlassian Apps_ ,

thx your your reply. I already feared there is no built in possibility to do it like we need it ... ;-)

Maybe I can do it with "Automation for Jira" Plugin - create new Issue from Last Comment ...

thx

Andreas

It is classic - you can create custom rule in JSD Automation.

But firstly you should create hidden from customers transition, which will create new linked issue, then "in-box" JSD Automation do what you need:

Снимок.PNG

Hi Alexander,

how would such a "create new linked issue" Transition look like?

Not quite sure how I could set up such a transition ;-/

thx

Andreas

Hi @Alexander Bondarev ,

@Andreas Schnederle-Wagner wants to create a new ticket and does not want to reopen the ticket. Is this what the above rules does?

As far as I know, the automation rule changes the status of the issue in context and does not talk of creating a new ticket.

 

Regards,

Ravi Varma

correct - a new Issue with new Issue Number should be created on an Answer to a closed Issue.

Background: Our Customers often answer to old Issue Mails htey find in their Inbox - and the old Issues get re-opened ... with completely other Needs that the initial Ticket was about ...

So it would make sense to make a new Issue when they answer to old, closed Issue Mails ...

Especially as we refer Issue Numbers on our Invoices - so the billed Amount is clearly assigned to the work they had ...

like i told - automation just make transition, which will create another issue.(there will be post-function to issue creation and linking(for example, ScriptRunner - look here)). 

you should create hidden transition from "completed" status to "completed" status=)

alright - so out of the Box there is no possibility to create new Issue with JSD inbuilt Automation / Transitions if I understand correct ...

thx

@Andreas Schnederle-Wagner , makes sense, as long as you can subscribe and pay for it.

Suggest an answer

Log in or Sign up to answer
TAGS
Community showcase
Asked in Jira Service Desk

Calling all Mindville Insight users, we need your help! (there might be swag involved)

Hello Insight users,  As part of our (Mindville's) acquisition by Atlassian, our training team is looking to build some new Insight training materials and we want to hear from you!  ...

296 views 4 6
View question

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