Automatically Reopening a Ticket

[Rachel Hafley]

We have the need for a closed ticket to be re-opened if a customer adds a new comment. I'm not finding a way to do this with Automation and not seeing a way for customers to re-open from the portal. What am I missing?

[Joseph Chung Yin]

@Rachel Hafley -

Hi Rachel:

You will need to review the WF that your Request Type (Issue Type) in place to determine if there is a transition step from CLOSED status back to the OPEN status.  If not, then you will need to customize the workflow to include that step.

Afterward, you can use automation rule to trigger off from issue commented, and then in the conditions use to test for issue status and advanced comparison condition to test {{comment.internal}} equals to "false" (this is essentially testing if the comment is coming from the customer.  Because if it is coming from the customer, then the comment will not be internal).  Finally, create an action to transition the Closed issue back to Open.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

[Esteban Diaz]

Hi @Rachel Hafley , 

Does your workflow has a transition to reopen the issue? like this one:

If so... you can use an automation that looks like this one to reopen the issue if a Customer place a comment on a closed issue:

Does it make sense? 

Let me know it worked for you 😁

Cheers, 

Esteban Diaz

[Rachel Hafley]

How do I clear the Resolution?  Apparently, that is keeping the automation rule from working correctly.  When we Close a ticket the Resolution changes to Fixed. When a user comments on that ticket it is not reopening even after creating the rule.

[Esteban Diaz]

Hi @Rachel Hafley , 

Just edit your workflos... select the reopen transition and add a new post-function Clear Field Value 

The select the field to be cleared... in this case: Resolution

That's it ... just publish your workflow ....

Cheers, 

Esteban