We are very new to Jira Service Desk and I've noticed that when a customer replies to our 'resolved' email, the ticket doesn't automatically show up in the queue as an open ticket?
How do I fix this?
I removed all workflows except for the simple workflow (todo-in progress-resolved )
I added the automation rule 'comment re-opens issue' but that doesn't seem to do anything?
All the comments show up in the ticket but the status didn't change.
What am I doing wrong??
Thanks in advance for your help.
The "Resolved" transition is likely setting a resolution, but that resolution is not being cleared when an issue is reopened. Without clearing the resolution, the issue will not show back up in the queues. Add a step to your automation to clear the resolution, and it should work.
I'd add a post function to the two reopen transitions to modify the issue field, then set it to Resolution, and set the status to "Clear"
1) select the post function on the appropriate transition.
2) Click Add Post function on the post function tap
3) Click "Update issue field" at the bottom of the list.
4)On the select Parameters section, Select the resolution field, then none.
5) Click Add, then Publish the workflow
Oddness indeed. An obvious question, but I only asked because I've made this mistake myself. Have you published the workflow? Any changes you make are done to a draft until you publish them - a fact I learned the hard way.
Assuming you have published it (which I'm almost sure you have), can you post a screenshot of your automation for me?
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