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Re-Opening a Ticket Automation

Elliott Robinson Cortez
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May 12, 2024

Re-Open Ticket When Commented.png

 

I've provided the automation I created as my team asked me to create it to reopen tickets when someone comments on a ticket during a certain time frame. They currently have SLAs set to have tickets auto-resolve after 24 hours so I set tickets to reopen when commented before 24 hours and to clone the ticket and link it to the original after 24 hours (to preserve the status of the parent ticket and not reopen the ticket, say after like 5 days).

 

However, I have a ton of tickets that I tested this on and it keeps stating that they're not meeting the criteria? 

Screenshot 2024-05-12 163612.png

For reference, this ticket was resolved March 14, 2024. I'm perplexed as to why this doesn't fit the parameters. I've also tried using this JQL instead: resolutiondate >= -3d and resolutiondate <= -3d.

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Vijay Dadi
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May 19, 2024

Hello @Elliott Robinson Cortez ,

Did you verify your workflow. 

Is the issue transition allowed from Resolved from Reopened?

Try "Resoved" is less than 24h

Hope this helps !

Vijay

Elliott Robinson Cortez
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I'm New Here
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June 24, 2024

@Vijay Dadi Screenshot 2024-06-24 102221.png

 

This is the current workflow.

Vijay Dadi
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June 24, 2024

let me replicate the automation and provide more updates !

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