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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.

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

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