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I want to create a report for re-opened tickets

Aimee Armitage
Aimee Armitage Nov 16, 2020

I want a reliable re-open report to track tickets that works in tandem with the automation rule: 

When a customer comments on a closed request → then reopen the request

So far we have been using the JQL :

issuetype in standardIssueTypes() AND status changed from resolved

but this isnt very reliable as sometimes there are discrepancies (duplicates across weeks)

 

Does anyone have a better JQL that better supports the automation rule?

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Alex Koxaras _Relational_
Alex Koxaras _Relational_
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Apr 19, 2023

Hi @Aimee Armitage 

Since a transition exists from Closed to an Open status, I would add a post function (from closed -> open) to populate a custom field (e.g. a text field). Then it would suffice if you were searching for issues that don't have an empty value for that custom field. Hope that makes sense!  

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