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Sir, where can I find settings for Preset automation rules in jira service desk?

Shobhit Jain
Shobhit Jain October 11, 2019

I want to setup a rule in Jira service desk which reopens the closed ticket when a customer response on it via Email. Where can I find this setting in Jira?

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Susan Hauth _Jira Queen_
Susan Hauth _Jira Queen_
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October 11, 2019

Hi Shobhit,

You can set that up pretty easily in the automation setting of the service desk.  Just make sure you have a transition "reopen" from the closed status.

When = Comment Added

IF = Resolution is not EMPTY and Comment Type = Customer

Then = Transition issue (Reopen transition)

Hope that helps

Susan

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Shobhit Jain
Shobhit Jain October 14, 2019

Thank You Susan.

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