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Reopen a ticket, but only within 7 days

Hi,

We have automation in place for 'Rule is run when a new comment is added to an issue.' to re-open tickets.

However, we don't want tickets re-opening if the ticket was closed over more than 7 days. ago. Instead, we want a new ticket to be created.

 

Is this possible?

 

Many thanks in advance

Phil Buckley 

1 answer

1 vote
Jack Brickey Community Leader Jan 25, 2023

add a condition JQL - resolutiondate >= -7d

this will allow the rule to continue if the issue was resolved within the last 7 days

Hi Jack and many thanks for the JQL line.

 

I've added and tested this successfully. Any ideas on how best to create a new ticket if the comment is older than 7 days?

 

Kind regards,

Phil Buckley

Jack Brickey Community Leader Jan 26, 2023

Sure. I would use if/else Condition.

If condition uses the JQL above and the action is to reopen. The else action is to use Create new issue.

it should be pretty straightforward when you start to play with it. However, if you run into any difficulties at all, just let me know and I can try to throw together an automation example.

Thanks Jack,

I put an If and an Else-if in place to Clone an issue, it looked to work ok however now when closing a ticket it re-opens. I guess the first rule is causing this. 
What should I change the first step to be?

Many thanks again
Phil

Automation.JPG

Jack Brickey Community Leader Jan 27, 2023

Ok so you are missing one key condition that is at heart of your goal...

"Rule is run when a new comment is added to an issue."

I am assuming that you actually only want to execute the actions if it is a comment by a customer, correct? That is you don't want to execute these actions if one of your agents happens to add a comment since they could simply reopen it if they desired.

assuming so change your trigger as shown and add the condition just prior to your if/else

2B304F6F-FCA6-4634-8C67-2AE8B7C72208.jpeg

Now, if you do wish the rule to execute if an agent comments then leave off the extra condition.

Hi Jack,

Yes, you are correct with your assumption. Only execute if the comment was made by the customer. 

Thanks for the highlighted information, it now looks like this:

 

Reopen on reply.JPG

 

Kind regards

Phil

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