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Good afternoon,

We use Jira to work on incidents. The incidents enter us by email. If I solve an incident and move it to a completed state, I need that if the client answers me about that email we send, the incident will be reopened. Could it be done?

 

¡Sorry for my English!

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Jack Community Leader Jan 21, 2020

yes. you can simply create an automation for this. you will also need to add a 'reopen' transition and you will want to clear the Resolution via a post function on the reopen transition. There are a lot of posts out there on this topic and there is good Atlassian documentation on how to edit workflows, post functions, automation etc. You might wish to search the docs

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edwin vasquez Community Leader Jan 21, 2020

Hello @José Antonio Rodríguez 

Welcome to the Atlassian community! Glad to have you here.

You can try setting up an automation rule so when customer respond (comment added) it will transition the issue to the status desired. See here for an example.

transition.png

edwin vasquez Community Leader Jan 21, 2020

Like Jack mentioned, its best if you create a transition called reopen, or something similar, and then add the post function to clear the resolution field. Let me know if you need me to translate this as well. :-)

 

reopen.pngpostfunction.png

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