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How would I trigger a ticket to reopen upon reply from reporter

I have a resolved status and a reopen status in my ticket workflow. I want the status to change from resolved to reopened if the reporter replies to the ticket.

How is this done, as the trigger documentation is not clear to the layman.

1 answer

1 accepted

5 votes
Answer accepted

Hi @Shannon Fitzgerald and welcome to Community!

You can create an automation rule to reopen the issue if a comment is added by the reporter. It would look like this:

automation-reopen.png

Automation rules are available in your Project settings > Automation.

Hope this helps,

- Manon

Thank you! I was looking in completely the wrong place.

@Manon Soubies-Camy 

while I was looking into this, I also found the legacy automation for customer response when 'Waiting for support". How would I have it so that I can have two different statuses in the trigger here?

would it look like

Status = "Waiting for support" OR "In progress" AND "Request Type" is not EMPTY

or

Status = "Waiting for support" OR Status = "In progress" AND "Request Type" is not EMPTY


Capture.PNG

Hi @Shannon Fitzgerald,

Are you still trying to reopen an issue when its reporter adds a comment? I'm not sure to understand what you are trying to achieve with the above rule.

I would suggest not using the legacy automation, the classic automation rules are more advanced and easier to debug :)

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