Automatically re-open a closed task when a new comment is added

We have a workflow where an external system (Zendesk) can update Jira.  When Zendesk updates a JIRA ticket/task that is closed, the comment is added but the ticket/task stays in the Closed status.

Aside from adding a transition from Closed to Open (which I know to do) is there any way to trigger the status change automatically when a comment is added to a Closed ticket/task?

3 answers

This sounds like a Trigger for a transition. However it is not one of the default triggers. I would think an addon like Script Runner could do the trick for you because it can look for a commented state. I'm not experienced enough in that area to help you with it though. Hope it helps anyway.

0 vote
Timothy Chin Community Champion Nov 06, 2015

I would think an addon like Script Runner could do the trick for you because it can look for a commented state.

Too bad. Scriptrunner is not available on Cloud.

The general idea is to have an auto transition but yeah, you're on Cloud and limited to what you can add ons you can install.

Oh yes you're right. Totally missed the cloud tag. Indeed, not available for him then.

Totally missed the cloud tag. Script Runner not available for you indeed, as @Timothy Chin mentioned below.

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