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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... (atlassian.com)),  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

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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:

grafik.png

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.

Ok!!!

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

Thanks again!

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