How to reopen the closed Jira ticket from zendesk notification using automation

[chethanbn]

Hi Team,

We have integrated Zendesk with Jira, and would like to know that is there any provision to reopen the closed jira ticket by notifying from zendesk using automation or any other option?

Please advise. 

[Joseph Chung Yin]

@chethanbn -

On the JSM project's backend, you will need to ensure the WF used for your request type (issue type) has a transition setup to allow issues at the CLOSED (terminal WF status) can be reopened - meaning a transition between the CLOSED status back to another WF status (i.e. Waiting for Support status.  In addition, when creating the transition, it is also important to ensure that issue's Resolution field value is cleared out.

In regards to Zendesk side, I recommend you to contact the vendor directly for assistance on the appropriate setup to conduct the operation via email via your existing integration as long as you have your WF customized.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.