reopen ticket via email


I'm trying to allow users to reopen tickets via email , if they feel their issue has not been resolved.  I'm confused about how to get this setup. 

2 answers

0 vote
Shayne Covey Atlassian Team Feb 09, 2015

It looks like this question has been asked before and was answered fairly thoroughly:

Our development team is already aware that having a "Resolved to Reopened" comment listener is desired, so hopefully this is something we will see implemented as an option or a default in the future. =)

I think there's a new way to do this that is more recent than the comment linked above by Shayne.

I was able to do this with the Automation plug-in.  I created a Rule on the Issue Event Trigger: Issue Commented and it filters for only Issues with a Status of Resolved.  I also set it so that it would trigger only for the reporter of the issue.

The action I created is to Reopen the Issue.

I believe this will work such that only the reporter who comments on a closed issue will reopen the issue.  So far in my tests it has worked great.  It seems to work with email comments and comments added via the Portal.

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...

313 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