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Creating New Ticket when Comment is added to a Resolved Ticket.

Thentinnas
Thentinnas
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September 23, 2018

Based on https://community.atlassian.com/t5/Jira-Service-Desk-questions/Making-tickets-re-open-when-a-customer-replies-just-doesn-t-work/qaq-p/743198, it is possible for a ticket to be re-opened once a client added a comment to a Closed/Resolved ticket.

But is it also possible for JIRA to create a new ticket once a client added a comment to a closed ticket instead of re-opening it?

Is there an existing JIRA functionality for this? Kindly advise.

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Jack Brickey
Jack Brickey
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September 23, 2018

@Thentinnas, you can do this without an addon by using the built-in Automation. 

  1. Project > project settings > automation 
  2. add custom rule
  3. when Comment Added
  4. if Issue matches Status closed (or equivalent)
  5. Then create new issue

you may wish to consider adding additional conditions to ensure creation of new issue is desired.

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Mohamed Benziane
Mohamed Benziane
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September 23, 2018

Hi @Thentinnas

I'm not sure but i will advise you to look at Scriptrunner and code a listener.

Sorry for my bad english

Regards

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