Hi Danielle.
1. after a ticket is resolved, it can be reopened either by an agent or through a customer reply. If there is no activity for 7 days, the ticket automatically transitions to 'Closed' status and cannot be reopened. (leave this rule as it is)
2. Create a new rule:
When: All comments
Initiator: Issue Reporter
And: Issue matches JQL (eg. status= Resolved)
Then: Transition the issue to: Open (Here you need to have the transition/s created on your workflow)
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Hi @Danielle David Have a look at the possible workflow conditions:
Depending on your desired configuration, one of these conditions can be added.
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