Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Next challenges

Recent achievements

  • Global
  • Personal


  • Give kudos
  • Received
  • Given


  • Global

Trophy case

Kudos (beta program)

Kudos logo

You've been invited into the Kudos (beta program) private group. Chat with others in the program, or give feedback to Atlassian.

View group

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

Re-open issue when reporter comments' failed!

Hi Community,

I need your help.

Yesterday I give access to my customer to re-open the ticket as another user told me (Solved: How to allow Service Desk Customer to transition s... (,  but I have two problems.

We are receiving a lot of mails with this subject: Re-open issue when reporter comments' failed!

I have tried to open the links are in the mail, but I dont understand anything.JIRA 03 02 2021.jpg

1 answer

1 accepted

0 votes
Answer accepted
Jack Community Leader Feb 03, 2021

@GRUPO NEXT , no worries here glad to assist. Can you add the following screenshots:

  1. project > project settings > automation, find your automation "re-open issue when reporter comments" and go into edit mode and take a screenshot
  2. open the "view logs" at the top and click on the log entry where there was the failure and take a screenshot.

we should be looking to see what the logs tell us.

Thanks in advance for your help and support.

What I need is my cx can closed and reopen a ticket from his side....

Daniel Ebers Community Leader Feb 04, 2021

I am wondering if the "then: Transition the issue to 10014" part still shows a valid status the transition should be made to.
Nothings against a numerical but isn't it common that there a step name like "Done" is written? Could you please check if this could be the cause?

In log for a earlier timestamp, for example 04/02/21 02:23:24 "Some Errors" is visible.
Is this particular one logging something more meaningful like the ones reading "No actions performed"?

I dont know if I am understading you, but I'm going to confirm "Done"..... Also, I can send to you the workflow so you can confirm if everything is ok.

Daniel Ebers Community Leader Feb 05, 2021

Earlier I was referring to your screenshot where it looks like here could be something that Automation is not fine with:


So it would help if you could confirm "Done" is the status "10014" you are transitioning to.

Maybe you could also click on the action and set the destination state "Done" 1x fresh - just to make sure there is no misconfiguration right now.


I'm going for it. Keep you informed!!!

Thanks again!

Suggest an answer

Log in or Sign up to answer
Community showcase
Posted in Jira Software

Presenting the "Best of 2020" Jira Software roundup!

Catch up with Atlassian Product Managers in our 2020 Demo Den round-up! From Advanced Roadmaps to Code in Jira to Next-Gen Workflows, check out the videos below to help up-level your work in the new ...

7,018 views 8 28
Join discussion

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