Automation to re open a closed ticket

[Josh Noren]

I am trying to create automation to re open a ticket when it is in a closed status. Right now, no comment is made when the customer replies and therefore the automation doesn't run.

The fact that the email from the requestor does not show as a comment in the ticket, and the fact that there are no errors in the audit log make me believe there's something preventing comments on closed tickets.

That being said, I checked the properties of my closed statuses and nothing is set to deny comments

[John Funk]

Hi Josh - Silly question but how do you know the Requestor is adding a comment? How is the comment being added? 

[Josh Noren]

Because on the side I am using a different email address as the requestor. Not a silly question! We have not gone live with using Jira yet so its all just testing. 

[John Funk]

Let's run through a scenario, If you are on a ticket and put in a comment, does the requestor get the email? 

And if yes, and if you just do a reply to the email from the requestor's email account, no comment is getting added to Jira. Is this the scenario?

[Josh Noren]

so comments seem to be added from the requestor when the ticket is open, but not when it is in a done/closed state

[John Funk]

hmmm, check any workflow properties for that status then to see if Comments are blocked. I have never seen it prevent you from adding Comments like that. I will try to research also. 

[John Funk]

Yep, take a look at this:

https://confluence.atlassian.com/jirakb/restrict-comments-on-closed-issues-in-jira-service-management-cloud-1116289104.html

[Josh Noren]

This looked super promising but alas, there were no properties set. I then did enter this property to make it false but the same result happened.

[John Funk]

Okay, I would take out the property and be sure to publish the workflow again. Once you do that, can you login as that user and go to the issue in the portal? And what does that look like - you can't leave a  comment? If not, can an Agent leave a comment? 

[Trudy Claspill]

Hello @Josh Noren 

Have you checked the email log in Project Settings > Channels > Email, to see if there is any error noted there?

[Josh Noren]

Good idea. I have checked here and the email does not show as being received. That does help confirm that the trigger is never...triggering

[Trudy Claspill]

Do I understand that at this point you are using different emails accounts yourself to simulate actions of a customer and an agent?

Can you share more details about how you have configured customer access?

Can new issues be created via email?

Is the "customer" replying to a customer-type notification from Jira?

[Josh Noren]

That is correct Trudy! I am simulating a customer in this scenario. As the customer, I can email the support-email to create a ticket. I can also reply to open tickets and see a comment be delivered. However, once the ticket is in a done status, when I reply, the email seems to go nowhere