Internal Note Response

[David Haller]

Hi Team,

I work with Future Ticketing as a Support Desk Manager, and I'm looking to improve a specific area of the support desk.

To clarify, we have two types of responses we can add to a ticket:

• Reply to Customer
• Internal Note

Previously, when a ticket was closed and the client replied, the ticket would automatically reopen. To address this, we've removed the option for clients to reply to closed tickets, so no closed tickets are reopened.

However, the issue I'm facing now is that I can no longer add internal comments to closed tickets due to this setup.

Could someone please confirm if it's possible to add an internal comment to a closed ticket while still preventing the client from having the option to reply on closed tickets?

Thanks in advance for your help!

Kind regards,
David

[Gustavo Moraes]

Hey, @David Haller

I believe that the ticket will only be reopened if, on your workflow, you make it possible.

If there's no transition from "Resolved" to "Open" or "Closed" to "Open" (considering Open as your first status), it shouldn't reopen.

You can update your rules to update "Resolved" tickets to "Closed" after x days/hours, and update your workflow to block tickets from transitioning when in "Closed" status.

This way commenting on Closed tickets wouldn't reopen it, when commenting on Resolved ones would. This gives time to the customer to reply if an issue wasn't fully resolved or something like that.

Under the default templates, on the Automation list for Jira Service Management projects, you can find the "Comment re-opens issue". go to Project Settings > Automation to check it.

You can also check the documentation below for some hints on what to do with your Jira Service Management project.

Set up rules to automate repetitive tasks | Jira Service Management Cloud | Atlassian Support

Let me know if this helps you.

Thanks, and hope you resolve it!

[David Haller]

Hi Gustavo, 

Thanks for this. This is all setup in place but can't seem to have the 'Add Internal Note' as an option on the tickets that are closed :( 

[Gustavo Moraes]

@David Haller can you please check this response sent by Rilwan in the post below?

Re-How-to-enable-adding-comments-on-a-closed-issue