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reopening a resolved ticket

Hello, 

Our People Support team noticed that when someone comments on a resolved ticket, that they don't get notified and it does not reopen the ticket. Is there a way of managing this so that it is reopened when somebody comments again?

3 answers

Hello @Janine Mostert try this:

 

Reopen ticket with automation rule

When a Service Desk customer answers an already resolved (and closed) ticket, it’s often desired that the ticket is reopened in order to agents be able to work on the customers' request.

This can be accomplished by using Jira Service Desk automation and a custom workflow transition. The Automation tool inside Service Desk already has a template to do this, however, if you’re using a custom workflow for your issue types, then it might not work out of the box and some customisation must be done.

The first thing to verify if your workflow has a transition from the Closed to the Open status. To do this, follow the steps below:

  1. Go to your Project settings > Workflows

  2. Click on the pencil icon to edit the workflow of your issue type


Creating the reopen transition

 

It is not possible to add outgoing transitions to an active workflow. To do this, you must create a copy of the workflow and edit the newly created copy. Follow the steps below to do this:

  1. Go to your Project settings > Workflows

  2. Click on Copy and fill the new name for your workflow – you’ll be redirected to the workflow edition screen

  3. Click on + Add Transition:

    1. in the From Status, you set the name of your Closed status

    2. in the To Status, you set the name of your Open status

    3. in the Name, you set the name of the reopen transition, like Reopening Ticket

    4. add the new transition

  4. Go to your Project Settings > Workflows > Add Workflow > Add Existing

  5. Select the newly created and edited workflow > Next

  6. Associate with the desired issue types – preferable with the same issue types of the old workflow, before adding the new transition

 

Adding the automation rule

 

Now that you’re set up with the reopen transition, you need to add the automation rule. As commented above, Service Desk already has a default template for that that we can use. The step to do this is very simple:

  1. Go to your Project settings > Automation

  2. Click in Add Rule > select Comment re-opens issue

  3. Edit the fields accordingly:

    1. Issue Matches – change the status name to the name of your Closed status

    2. Then do this – change the transition name to the name of the Reopen ticket transition that you created – or confirmed that exists – before

  4. Save the rule

Hello, thanks for the very detailed info. That was easy to put into practice. It seems to work as when I tested it by commenting on a resolved ticket the status changed to waiting for support.

However, the ticket does not reappear in the open queues, it seems to be nowhere. I tried to configure a new queue by typing in Status = Reopened ticket. But this does not work. 

Can you help me, please? Thanks

@Manuel Bastardo Castellano not sure if you got another notification without the tag :) 

Hi @Janine Mostert check the step 3.2 in the Adding the automation rule and select the transition wanted (open) if don't exist you must create first.

 

If you want send me a screenshot from WF and the automation rule. 👀

Hi @Manuel Bastardo Castellano I did this but I can't see it reopened in the queues

you can see whats happen in the log of the rule

 

reopen.png

 

Send the workflow screenshot

In the log it just shows that it was executed but it does not tell me where it is.

 

The transition is to reopen the ticket. Therefore it turns from resolved to wait for support. However, it disappears out of the resolved queue. But does not turn up in the all open queue. So where does it go?

To the destination status from the transition selected. in your workflow you be abble to see where it goes.

I can see that it goes to the destination status 'waiting for support'. But all waiting for support status types usually end up in the 'All Open' queue. However, it does not go back to this queue. Do we need to create a new queue? 

Check if waiting for support status are in the all open queue. 

0 votes
Gary Sdun I'm New Here Sep 29, 2020

Hey together,

 

the reason why its not showing in the "All open - queue" is that you also need to change the resolution of the ticket. If the status is changed to closed also the resolution will be changed to "Solved" - - - Solved tickets wont show up back in the "Open" queue.

 

So here is the workaround.

 

Go to -> Project Settings -> Workflows

1. Choose the Workflow which contains the transition u created "from closed to reopen after comment" for e.G

 

2. Edit the transition

3. Add "Post function"

4. Choose "Update issue field" and say "Add"

5. Choose issue field: Resolution

6. Choose Field Value: None, say "Add"

 

Thats it.

 

Check if the Ticket will show up in the "All open - queue" after you commented again.

 

Cheers

Gary

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