Showing results for 
Search instead for 
Did you mean: 
Sign up Log in
It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

How can I re-open a resolved support case if the originator replies to the case?


Thanks to the positive community response to my question yesterday, I'm going to chance my arm at another...

We are on the FREE plan.

In Service Management, when I close a case (Cancelled/Resolved) it disappears from my current cases view.  However, if an external customer then emails a reply back into that case, I'd like the case to automatically transition to an open state (IN PROGRESS, REOPENED or such) so that it re-appears in our active case list.

I've tried setting up an automation rule to transition a case when a new comment is added by the originator, but I can't get it to work - it either doesn't trigger, or it triggers on EVERY comment, regardless of who does the commenting, which results in cases that can't be closed ;-)

Does anyone have the solution?

Many thanks,


This is my latest attempt at the rule...


2 answers

1 accepted

2 votes
Answer accepted
Jack Brickey Community Leader Nov 18, 2021

Hi @Oliver Hall ,

a couple of things to get us started here. First thing to do is to look at the rule logs and see what it is telling you. You might also consider using the log action to record the value of certain fields like comment by as that often helps in troubleshooting. The other thing is that I don’t thing you want/need display name. Just check to see if commented by = reporter. Finally, click on the Library tab in Automation as there may be a predefined rule for this.

You mean like this one ;-)


Thank you!!  I didn't realise there was a library.

1 vote

@Oliver Hall 

One other thing you need to check is the WF associated with your issue, there has to be a transition setup where - From "Resolved" back to "In Progress".  If there are no transition setup, then your automation will failed.

NOTE - In the transition, you will also need to clear the Resolution field value via post-function call.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

Thanks Joseph,

The rule was actually too aggressive - like I mentioned in the original post, the rule would transition back to IN PROGRESS even when I was trying to resolve a case myself.

I've added the library rule which appears to do exactly what I want and we'll see how it goes from there :)

All the best,


Suggest an answer

Log in or Sign up to answer
Site Admin
Community showcase
Published in Jira Service Management

JSM Jira Automation: How to Send SLA Breached Notifications

Hi Everyone, In   this tutorial,  we will show you how you can monitor an SLA, and send notifications before or after the SLA has been breached.   SLA Threshold Trigger The SLA t...

770 views 5 13
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you