It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Sir, where can I find settings for Preset automation rules in jira service desk?

I want to setup a rule in Jira service desk which reopens the closed ticket when a customer response on it via Email. Where can I find this setting in Jira?

1 answer

1 accepted

0 votes
Answer accepted

Hi Shobhit,

You can set that up pretty easily in the automation setting of the service desk.  Just make sure you have a transition "reopen" from the closed status.

When = Comment Added

IF = Resolution is not EMPTY and Comment Type = Customer

Then = Transition issue (Reopen transition)

Hope that helps


Thank You Susan.

Suggest an answer

Log in or Sign up to answer
Community showcase
Published in Jira Service Desk

[New Resource] The Complete Guide to Atlassian for ITSM

Hi Atlassian Community! This is Teresa from the Atlassian team. My colleague Paul Buffington @Buff and I are excited to share a brand new ITSM resource we’ve created – "The Complete Guide to A...

418 views 4 8
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you