Automation for Jira opens closed ticket

[Povilas Urbonas]

Hello,

We have an issue that Automation for Jira opens closed tickets automatically, so customer cannot close tickets themselves through portal.

Client closes the ticket through customer portal and then ticket automatically re-opens. From our side everything works as expected and closed tickets are not re-opened

[Rilwan Ahmed]

Hi @Povilas Urbonas ,

Welcome to the community !!

Go to your project settings --> Automation. Check which rule is reopening the closed ticket and disable that rule. 

[Rilwan Ahmed]

Hi @Povilas Urbonas ,

Go to each Automation rules "Audit log", check which rule executed for the given. 

Also for all the rules, you can add a condition under "IF/Issue Matches" as "status !=Closed". So that the rule doesn't run for the tickets which are in closed status. 

[Ste Wright]

Hi @Povilas Urbonas 

What is the Rule meant to do? Is there something we can help you fix within the Rule?

Alternatively, you can just disable the Rule.

1. Go to your Project Settings
2. Select Automation from the left-hand menu
3. Locate your Rule, and toggle it to OFF (using the slider which will be green at present)

Note: If this is a Global/Multi-Project Rule, you'll need a Jira Admin to disable it. Project Admins can disable single-Project Rules.

Ste

[Povilas Urbonas]

The only three rules I think which may be related, maybe you can help me to understand how to modify it?

It looks like below steps affected and opened the ticket, should I create a new automation for this or modify something from above?

[Povilas Urbonas]

@Inactive Stephen @Rilwan Ahmed 

[Ste Wright]

Hi @Povilas Urbonas 

It looks like all 3 of those Automation Rules could be an issue (although the third one is already disabled).

Have you tried disabling those 3, and seeing what happens?

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If you need help to refine the 2 active rules, what should each rule do and not do in your use cases?

Ste