In our Jira Service Desk workflow, when a ticket enters the resolved state an email is sent to the customer associated with the ticket, which encloses the resolution comment.
At this stage, there are 2 courses of action which can take place:
1. Customer happy with resolution
2. Customer unhappy with resolution
In the case of #1, if they do not reply, our Jira automation auto-close rule will close the ticket after 7 days. If they do reply (to say they are happy), the ticket will be updated with this comment, and again the Jira automation auto-close rule will close the ticket 7 days from the comment timestamp.
In the case of #2, we would like to provide the customer with the ability to directly reopen a ticket. This feature does not currently exist. Are there plans to make this available? I am aware of JSD-40.
I am also aware of this Jira feature https://ecosystem.atlassian.net/wiki/display/JTOOL/Auto+Transition+Listener which would automatically reopen a ticket when a customer makes a comment (regardless of whether they are happy or unhappy).
have you tried to use Actions for JIRA Service Desk? There is option to add selected transitions to service desk and customers can execute it. You can even add screen to transition.
Here you can find documatation: https://intenso.atlassian.net/wiki/display/SPFJSD/Workflow%20Actions
I hope I've helped you.
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