I work in a Service Desk setting and have seperate workflows for Incidents, Problems, Changes, etc..
I would like to be able to transition from an Incident that has been "closed" to an "open" Problem record where further work is required.
Is this possible?
You can reopen the record and change request type adding an automation in project setting when customer adding a comment related record. (select "re-open on customer comment" when you click add rule)
If part: : add status(resolved and closed) and request type(incident) using advanced part in issue matches
Then part: add "reopen issue" in transition issue and add action "edit request type" and select request type(problem)
PS. this steps will not able to be opened as new record. it is just reopened issue with changed request type
I am not sure if there must be reopens transtion in your workflow or not.
If it is not work, you can add your workflow a reopen transition
Hi Everyone! My name is Mina and I am on Atlassian’s Ecosystems Marketing team. Our team is focused on our technology partnerships and marketplace apps. One of Atlassian’s partners is Slack, who ...
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