Close and repoen

[prashanth]

After resolution, an email will go to the user to accept the resolution/happy with the resolution; if yes, then the ticket will be closed. The 2nd option to the user will be: the issue is not resolved yet/ reopen the ticket.

[Walter Buggenhout]

Hi @prashanth and welcome to the Community!

While I haven't tried in practice, you might be able to set up an approval step after you resolve a ticket and use approval by email to have the customer accept or decline the resolution. From the link above, you can also click through to related articles on setting up approval steps, defining approvers and configuring email options to approve/reject the resolution in this case.

However, you put the responsibility for accepting the resolution in the hands of your customer in every single case. From experience, many customers do not take the effort to actually provide that feedback and so you end up with tickets that remain open, so you will have to build additional automation rules to close tickets that have not been approved by customers after X days, cluttering your support team's queues.

As an alternative, you could also consider to actually close your tickets immediately when they are resolved, but indeed reopen them when your customer decides to reply or let you know that they are not happy with the resolution. 

Hope this helps!

[Joseph Chung Yin]

@prashanth 

Welcome to the community.  I agreed with what @Walter Buggenhout stated.  In our env, we also encountered if we give the customer the setup to decide if a case can be closed or not, then we ended up with many issues opened in our system.  This is why we reverted this type of implementation.

Keep in mind that in JSM, when an issue's resolution value is populated, it usually meant that the issue WF status is at the RESOLVED status (not CLOSED status).  Where by default, the customers can move the issue back to REOPENED" via the portal if needed.

If you are looking at the case when the issue is at the "CLOSED" status, then you will need to modify the WF for the project to ensure that there is a transition established where it can go back to the open related status (i.e. Waiting for Support status).  If it is not there, then you will need to make the change to WF.  Don't forget to set the Resolution field to None(Null) when the transition happens.

Lastly, you can also utilize the setup of using Automation rule to move a CLOSED issue back to open status to support the above setup.

Take a look at this community ask (although it is back a few years ago), but the overall concept is very much the same.

https://community.atlassian.com/t5/Jira-Service-Management/reopening-a-resolved-ticket/qaq-p/1150504

Hope this also helps.

Best, Joseph Chung Yin