After the issue is resolved in JSM

[ks_hyeon]

After the issue is resolved in JSM and the completion email is sent to the customer, can't it be registered as a new issue when the customer makes an additional request? Currently, it seems to be added in connection with the issue and not created in the queue.

[Fabio Racobaldo _Herzum_ · Accepted solution]

Hi @ks_hyeon ,

if customer interacts with jira thorugh email, when he replies to a notifiction email, that content will be added to the same ticket as comment. This behaviour is due to the subject of the customer email that contains a valid issue key. If the customer send a new email with a subject withouth an issue key, a new ticket will be automatically created on Jira.

Hope this helps,

Fabio

[ks_hyeon]

understand. Thank you very much for the quick reply.

[Alberto Salvante]

Hi Hyeon!

I think you should use an automation to make the comment on the issue resolved to be used to create a new ticket.

Maybe something like this:

Hope it helps.

Best,
Alberto

[ks_hyeon]

Thank you for answer.
I'll give it a try.

[ks_hyeon]

Dear Alberto,

I tested it according to your guide. However, as a new issue, it does not appear in the queue and runs as a comment on an existing issue.
Do I need to increment the issue key in the image above?
Copy of {{issue.key+1}} ? like this?

[Alberto Salvante]

Hi Hyeon,

That automation should create a new ticket. Can you please take a screenshot of the log? So we can find out if there is an error or something else.

Best,
Alberto

[ks_hyeon]

Dear Alberto,

I added the autorule exactly as you guided.
However, when an e-mail arrives with additional content in the already resolved issue e-mail, it is run in the form of a comment on the existing issue. In this case, we want to see it in the queue as a new issue.

Please help~

[Alberto Salvante]

Hi Hyeon,

this is very strange because the action is exactly "create a new issue".

You should check if the automation actor has the permission to create issues in that project.

Can you please paste a screenshot of the audit log of that automation? You can find it under the "rule details" section.

Best,
Alberto

[ks_hyeon]

Actor is set to Jira.

Audit Log

I'll check the audit log after testing it.
thanks

[Alberto Salvante]

Hi Hyeon,

ok, please accept my solution if it's useful.

Thank you!

Alberto