Reopen a ticket with after customer email reply

[Wilson Lima]

Hi guys,

This is the case when a ticket, incident/request is resolved. The customer/reporter will receive an email notification. Once the customer needs to reopen the ticket, he will reply to the email notification with the expectation that the ticket will be reopened. So here is the point, I could not find how to enable this possibility, making JSM reopen a closed ticket as soon as the customer reply the email.

Do you know how to make this happen?

Cheers,

Wilson

[Trudy Claspill · Accepted solution]

Hello @Wilson Lima 

Welcome to the Atlassian community.

You could create an Automation Rule to do that. Are you familiar with Automation Rules?

https://support.atlassian.com/cloud-automation/docs/jira-cloud-automation/

[Wilson Lima]

Hi @Trudy Claspill ,

Thanks for your answer.

I'm kind of new to JSM and could already build two or three rules. However, I was not able to make this need work specifically. 

I even tried to adapt the "When a customer comments on a closed request → then reopen the request" template to it, but it doesn't work.

[Trudy Claspill]

Hello @Wilson Lima 

Please show us any rule that you created (screen images of the entire rule) and the rule Audit Log output from when the rule was executed.

We need to see the rule itself to see how it was constructed.

We need to see the Audit Log to get an idea of what happened when the rule executed.

And when you say a rule "doesn't work" it is helpful if you explain what it did that you did not expect and what if did not do that you expected it to do.

[Wilson Lima]

[Wilson Lima]

Thanks again @Trudy Claspill 

Doing the tests, I have scenarios that are not working when the ticket is "Done":

In the Customer Portal, the reporter adds a comment to the ticket, but the status isn't changed as expected.

When the reporter replies to the email notification that their ticket was changed to "Resolved", the status also doesn't change as expected.

[Trudy Claspill]

Thank you for the additional information.

According to the log the current status of the issue is Complete, and it can't find a path from Complete to the status you specified, which is "In Progress".

If you go to issue DNX-6615 can you manually transition it from Complete to In Progress?

If not, what statuses are available when the issue is Complete?

You have to specify a status to which the issue can be transitioned from its current Status.

If you are getting the same message when the issue is in a Resolved status, do the same troubleshooting to find a valid status to which the issue can transition.

[Wilson Lima]

Hi Trudy,

Yes, I'm able to manually do this transition.

[Trudy Claspill]

Thank you for the screen image. Per that image you actually cannot...

manually transition it from Complete to In Progress?

In Progress is not one of the Statuses available when the issue status is Complete.

You have to specify a status to which the issue can be transitioned from its current Status.

As per the screen image, the statuses that are available when the issue is Complete are:

• Escalated
• Work In Progress
• Closed

You have to specify one of those statuses in the Transition Issue action in your Automation Rule.

[Wilson Lima]

Many thanks, @Trudy Claspill !

Wow! It's a small detail, but it has a big impact! :)

Now it is working!

Cheers,

Wilson

[Trudy Claspill]

Great!

If you issues with this requirement have been resolved with help from my responses please consider clicking on the Accept Answer button. That will mark your Question as Solved which helps others searching the forum find posts with validated solutions.