Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in
It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Workflow automation - When a customer comments on a closed request → then reopen the request tweak

I'm using the following:

Screen Shot 2021-11-04 at 3.28.04 pm.png

Which works across the 6 closed states in custom workflow and changes the status to: in progress.

It does not revert the resolution state of Done.

So if a customer comment on a Closed issue it will have the status: in progress but won't appear on Queues such as All open tickets

I'm sure the solution is unsetting the resolution state but i can't figure out how to achieve that.

Any suggestions? 

1 answer

1 accepted

3 votes
Answer accepted
Stuart C Community Leader Nov 04, 2021

Hi @Scott Bernoth 

You'll need to add a post-function to your workflow to change the resolution when you transition the issue into 're-opened'

This documentation explains how to do that quite nicely. 

https://confluence.atlassian.com/jirakb/clear-the-resolution-field-when-an-issue-is-reopened-in-jira-cloud-1026039861.html

Remember to save a copy of your original workflow just in case when you make the change and consider any other projects that use the same workflow

Suggest an answer

Log in or Sign up to answer
DEPLOYMENT TYPE
CLOUD
PERMISSIONS LEVEL
Site Admin
TAGS
Community showcase
Published in Jira Service Management

JSM Jira Automation: How to Send SLA Breached Notifications

Hi Everyone, In   this tutorial,  we will show you how you can monitor an SLA, and send notifications before or after the SLA has been breached.   SLA Threshold Trigger The SLA t...

778 views 5 13
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you