Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in
Celebration

Earn badges and make progress

You're on your way to the next level! Join the Kudos program to earn points and save your progress.

Deleted user Avatar
Deleted user

Level 1: Seed

25 / 150 points

Next: Root

Avatar

1 badge earned

Collect

Participate in fun challenges

Challenges come and go, but your rewards stay with you. Do more to earn more!

Challenges
Coins

Gift kudos to your peers

What goes around comes around! Share the love by gifting kudos to your peers.

Recognition
Ribbon

Rise up in the ranks

Keep earning points to reach the top of the leaderboard. It resets every quarter so you always have a chance!

Leaderboard

Come for the products,
stay for the community

The Atlassian Community can help you and your team get more value out of Atlassian products and practices.

Atlassian Community about banner
4,456,057
Community Members
 
Community Events
176
Community Groups

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

1 answer

3 votes
Mikael Sandberg Community Leader Jan 13, 2023

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?

Mikael Sandberg Community Leader Jan 13, 2023

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.

Got it.  Thanks.  I believe I set it up correctly but will run another test.

Like # people like this

Suggest an answer

Log in or Sign up to answer
DEPLOYMENT TYPE
SERVER
TAGS

Atlassian Community Events