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 votes

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 Join to answer
Community showcase
Teodora [Botron]
Published Thursday in Marketplace Apps

Jira Inferno: The Nine Circles of Jira Administration Hell

If you spend enough time as a Jira admin - whether you are managing a single, mid-sized instance, a large enterprise one or juggling multiple instances at once - you will eventually find yourself in ...

991 views 5 18
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
Atlassian Team Tour

Join us on the Team Tour

We're bringing product updates and pro tips on teamwork to ten cities around the world.

Save your spot