We would like to be able to have issues re-opened when a user comments on a resolved/closed ticket. I set up the automation to do this, however, the ticket remains in a closed state after a comment is made. The email notification is sent with the added comment but ticket remains in closed state. Do I need to change my set up somehow?
Thanks
What does you automation looks like?
If you look in the automation library you should see a rule called "When a customer comments on a closed request → then reopen the request" that does exactly what you are looking for. Just make sure that you set/change the transition to the one you want before enabling it.
Thanks. When you say set/change, are you referring to the workflow?
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So the last step in the automation is a transition, that is the one you need to update so that the request is moved to the status you want it to be in.
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Got it. Thanks. I believe I set it up correctly but will run another test.
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