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JIra Service Management - Ticket Closed - Email Request - create another ticket

Albert Rising Star Nov 04, 2021

Hi,

We run Jira Service management, and when a ticket is in Closed status, we have set up propriety to close the comment section - but there are customers that create tickets via email, and if we close a ticket, and they reply again by email - we want to create another ticket and link it back to the original one - closed.

Is this possible?

 

1 answer

1 vote
Gaurav Community Leader Nov 08, 2021

Helo @Albert 

This is possible with the use of Automation. I have done something similar for my cloud instance, though we do not have the restriction for commenting on the closed issues.

Please refer to the below screenshot for details of the automation. This can be customised as per your use case.

Please share if any guidance on customisation is required.

Kindly accept the answer if this helps resolve the query.

Create Issue for Cosed.JPG

Albert Rising Star Nov 08, 2021

Hi @Gaurav 

 

Thanks a lot for the answer. Everything you said works, but for us, having the comments closed (once a ticket reaches the "closed" status) i have no idea how to "catch" a comment - coming from an email and create a new ticket from him.

Gaurav Community Leader Nov 08, 2021

Hello @Albert 

To mimic your scenario, I have implemented the restriction on comments for closed tickets. Post this, reply to that mail thread for the closed ticket created a new ticket and informed about the new ticket as well.

The comment was captured as the description of the new ticket.

Please refer to the below screenshot for details.

Secondary ticket.JPG

Albert Rising Star Nov 09, 2021

Hi @Gaurav 

Seems like the server edition is different.

I have added propriety on the closed status: jira.permission.comment.user denied, this closes the comments when the ticket is in the closed status.

After that i have created the automation rule:

Screenshot 2021-11-09 101720.png

 

See in server is different, as the first trigger, is not the same, we don;t have it as you have it on cloud.

This is what we have:

trigger.png

 

So now, without that, i can;t catch the comment with the automation rules, as there is no comment in fact, comments being closed.

 

Seems like there is no solution....or i don't see it.

Gaurav Community Leader Nov 09, 2021

@Albert Even I have used the same property as mentioned by you. And the rule trigger which I (Issue Commented) used is available on the server as well.

 I would suggest you test it in your environment and share the findings.

Albert Rising Star Nov 11, 2021

Hi @Gaurav 

 

I just tested again, so my findings are:

After a ticket is Closed, and the comments section is also closed - if a customer replies via email to such a ticket, a new ticket will be created with the title of the old one - but is not copying the description and is not linked back to the old one.

Looking at the automation rule the message is: automation rule result.png

 

The automation rule i used looks like that:

 

automationrule11.png

So for me it seems like the automation rule is not even taking place - and my guess is the same as above, there is a slight difference between or "When" in the automation rules, is not the same and because of that is not triggering.

Hi @Gaurav

I like your solution and am considering about using something similar but I wonder what happens if the customer replies more than once on the same Closed ticket - it looks like the automation will create two new tickets... is that how it works for you?

Thanks, Andy

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