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Automation - Reply "Ticket has been closed, please open a new" if they e-mail a closed ticket

Hello Everyone,

 

Can i setup Jira to automatically send an e-mail to the user ( " Ticket has been closed, please open a new one if problem persists " ) if the user comments on a closed ticket?

Example : 

Ticket open -> Reviewed by support -> Fixed -> Closed by Support.

After this ticket has been closed by any reason the customer instead of opening a new ticket does " Reply " on the closed ticket. I would like if that happens for Jira to automatically send the customer an e-mail saying " Ticket has been closed, please open a new one if problem persists ".

1 answer

0 votes
Fahad Siddiqui Community Leader Sep 03, 2020

@mihai_sararu 

Yes you can add the same in closed notification email body under customer notifications. 

@Fahad Siddiqui Isn't this just for when you take the ticket from waiting for customer or waiting for support to Closed? I need an automation to send the message whenever the customer hits "reply" instead of opening a new one.

Fahad Siddiqui Community Leader Sep 05, 2020

@mihai_sararu automation is possible but i believe you need to have another link when its reopened.

@Fahad Siddiqui So is there a way to do this? And how?

Fahad Siddiqui Community Leader Sep 07, 2020

Dear,

you need to go in Customer notifications there under 

Default rules 

then go in Request resolved you can insert the variables.

or 

Go in Add custom rules in Automation

 

this will help you in do the required changes.

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