How can I use ScriptRunner to re-open issues on email/comment?

I am setting up JIRA Service Desk and I need my customers to be able to reopen a resolved issue by responding to the resolution email, or by commenting on the resolved issue.  I would prefer to use ScriptRunner for this if possible, but I'm not a scripting guy and I'm having a lot of trouble with this.  Can someone give me a step-by-step guide to setting this up, or recommend a way to do this within JIRA Service Desk via native functionality if possible?  I will gladly provide any needed insight into my environment that would assist with configuring a solution for this.



1 answer

You can do this without scripting using the Automation plugin, which was built by Atlassian developers.

If you choose to use the Automation plugin, you'd set up an Issue Event Trigger for each workflow. So your setup would look something like this:

  • Trigger
    • Type: Issue Event Trigger
    • Issue Event: Issue Commented, Issue Updated
    • JQL expression: project = SRVDSK AND status = "Closed"
    • The user triggering the issue event is the reporter of the issue
  • Actions
    • Action: Transition Issue Action
    • Workflow Transition: SRVDSK Workflow: Reopen (91)
      • Note: this is the transition back to Open
    • Disable notification for this transition? Yes
    • Transition fields: None

I haven't used Script Runner to do this, but I'm sure it's possible!

Suggest an answer

Log in or Sign up to answer
Community showcase
Published Feb 13, 2019 in Jira Service Desk

What's new in Jira Service Desk Server: Introducing 4.0 & more - Feb 2019

Hello Atlassian Community!  I'm Teresa, the Product Marketing Manager   for Jira Service Desk Server at Atlassian. I'm excited to announce two exciting releases for Jira Service De...

411 views 1 1
Read article

Atlassian User Groups

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!

Find my local user group

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

Groups near you