How do I reopen a ticket that has been closed in Jira Service Desk for Cloud?

[Paul Jones]

I have closed down a customer ticket in Jira for Service Desk Cloud instance. how can I reopen it?

[Shannon S]

Hi Paul,

You'll need to add the Reopen transition to your workflow. Have a look at Configuring the customer portal - Add Transitions on how to accomplish this.

Can you give that a try and let us know if you have any trouble?

Kind Regards,
Shannon

[Paul Jones]

Hi Shannon,

Thanks for the advice. When following this process and try to publish the change I get the following error message "You are editing a draft workflow. The step 'Closed' has no outgoing transitions in the Active workflow, so you cannot add any outgoing transitions in the Draft workflow."

What does this mean and what do I need to do?

Paul.

[Jack Brickey]

@Paul Jones,

correct. You will need to create a copy of the current active workflow, edit it under a new name (say xxxx v2) and then switch to the new workflow. Let us know if this isn't obvious. There is good documentation on Atlassian's support site.