reopen ticket via email

Hello,

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 votes
Shayne Covey Atlassian Team Feb 09, 2015

It looks like this question has been asked before and was answered fairly thoroughly: https://answers.atlassian.com/questions/243365

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.

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