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
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.
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 ... ;-)
Let me get your requirements clearly
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.
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=)
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