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Automation

Tori Krueger
Tori Krueger Jan 13, 2023

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?

 

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Mikael Sandberg
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.

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Tori Krueger
Tori Krueger Jan 13, 2023

Thanks.  When you say set/change, are you referring to the workflow?

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Mikael Sandberg
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.

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Tori Krueger
Tori Krueger Jan 13, 2023

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

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