How can I use ScriptRunner to re-open issues on email/comment?

[Keith Kelly]

I am setting up JIRA Service Desk and I need my customers to be able to reopen a resolved issue by responding to the resolution email, or by commenting on the resolved issue.  I would prefer to use ScriptRunner for this if possible, but I'm not a scripting guy and I'm having a lot of trouble with this.  Can someone give me a step-by-step guide to setting this up, or recommend a way to do this within JIRA Service Desk via native functionality if possible?  I will gladly provide any needed insight into my environment that would assist with configuring a solution for this.

Thanks,

Keith

[Lindsay Barton]

You can do this without scripting using the Automation plugin, which was built by Atlassian developers.

If you choose to use the Automation plugin, you'd set up an Issue Event Trigger for each workflow. So your setup would look something like this:

• Trigger
  • Type: Issue Event Trigger
  • Issue Event: Issue Commented, Issue Updated
  • JQL expression: project = SRVDSK AND status = "Closed"
  • The user triggering the issue event is the reporter of the issue
• Actions
  • Action: Transition Issue Action
  • Workflow Transition: SRVDSK Workflow: Reopen (91)
    • Note: this is the transition back to Open
  • Disable notification for this transition? Yes
  • Transition fields: None

I haven't used Script Runner to do this, but I'm sure it's possible!