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

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

1 answer

0 vote

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

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 Community Champion Aug 27, 2017

@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.

Suggest an answer

Log in or Sign up to answer
How to earn badges on the Atlassian Community

How to earn badges on the Atlassian Community

Badges are a great way to show off community activity, whether you’re a newbie or a Champion.

Learn more
Community showcase
Published Thursday in Jira Service Desk

How the Telegram Integration for Jira helps Sergey's team take their support efficiency to the bank

...+ reading Fantasy). The same is true for him at the bank he works for: Efficiency is key when time literally equals money. Read on to learn how Sergey makes most of the time he has by...

386 views 2 4
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