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

Next challenges

Recent achievements

  • Global
  • Personal

Recognition

  • Give kudos
  • Received
  • Given

Leaderboard

  • 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

Can a comment on a closed issue trigger a status change?

Deleted user Dec 05, 2019

Hi all,

 

We have had a situation wherein a service desk customer has commented on a closed bug to say the issue has re-occurred, but nobody noticed that he left that comment - the volume of emails we get from Jira render them basically useless. I intend to overhaul the notifications in time but I could do with a for-now fix to make sure we don't miss these kinds of comments in the interim.

 

Is there a way for a comment on a closed issue to trigger a status change?

 

Alternatively, can you suggest a different way to handle this situation?

1 answer

1 accepted

0 votes
Answer accepted

I believe there's a preset automation rule for reopening an issue from a closed status.

https://support.atlassian.com/jira-service-desk-cloud/docs/available-preset-automation-rules/

You may need to edit the specifics/details of the rule to cate to your status names, but the preset rule should at least get you started.

The only downside to this is tickets can get reopened that don't actually need additional attention - for example, the customer user might just say, "Thanks!" on a closed bug, but the ticket is completely re-opened. Probably not a big deal, but wanted to at least point that out.

Deleted user Dec 05, 2019

Perfect, thank you!

Suggest an answer

Log in or Sign up to answer
TAGS

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