How do you get an issue to be reopened upon mailanswer or comment?

I have tried to find a simple explenation and resolution for this, but i don't seem to find it anywhere.

Is there anyway to simple apply somewhere in Jira to automatically reopen issues upon mailanswer/comment?

3 answers

1 accepted

0 vote

Sort of. It's a two-step process though.

First half of it is to use an "auto transition listener". This is a listener that would listen for an event such as "comment", and if it spots one (on a closed issue), it pushes the issue through a re-open transition

The second half is to set up an email inbox to process replies - the default email "handlers" in the system will interpret an incoming mail as a comment if it mentions an issue in the subject line, and that comment will then fire the event which will trigger the listener above

See https://confluence.atlassian.com/display/JIRA/Creating+Issues+and+Comments+from+Email and https://ecosystem.atlassian.net/wiki/display/JTOOL/Auto+Transition+Listener

I added the Auto Transition Listener in Advanced -> Listeners with

com.atlassian.jira.toolkit.listener.AutoTransitionListener

as Class.

The Values I entered is:

  • Action ID 3
  • Event ID 6
  • Only do when current user is in (Multi-) User Picker custom field: false
  • Only do when current user is the Assignee? false
  • Only do when current user is the Reporter? true
  • Only do when current user is the following? false
  • Project Key BO,BPD,WEB,OE,ECOLL,ECOLW,ECOLPO,ECONL,ECOYL,ID,HR,IE,ISS,JS,MAR,PUR,RET
  • Status 4

Project key is for all our projects, so this will be many more in the end :P

Does this look right?

Yes, looks right to me (although my memory is unclear on the exact ID numbers of events and actions in the default workflows)

Yes it is working :D

Thanks for all the help :)

Yes it works! :D

Thanks for all the help :)

Suggest an answer

Log in or Join to answer
Community showcase
Sarah Schuster
Posted Jan 29, 2018 in Jira

What are common themes you've seen across successful & failed Jira Software implementations?

Hey everyone! My name is Sarah Schuster, and I'm a Customer Success Manager in Atlassian specializing in Jira Software Cloud. Over the next few weeks I will be posting discussion topics (8 total) to ...

3,317 views 14 20
Join discussion

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you
Atlassian Team Tour

Join us on the Team Tour

We're bringing product updates and pro tips on teamwork to ten cities around the world.

Save your spot