Is it possible to change a ticket to open upon recieving a email about it?

Hi,

When we resolve a ticket and the user replies back it doesn't open the ticket up again. Is this possible for this to happen?

We want the assignee to stay the same, but litrally go from being resolved to open again.

Many Thanks,

1 answer

2 votes

Yes, I do it with the "auto transition listener" (there are other listeners that might do this, and if you only want to do it with email, JEMH is the first place I'd look). https://studio.plugins.atlassian.com/wiki/display/JTOOL/Auto+Transition+Listener

Perfect, I will give that a go!

ok so i spoke to soon... I got it installed but it wont do as i expect...

I want it to on a RESOLVED status if someone emails in with the same ID to reopen it.

But it will comment on it, but doesnt change the status. No error in the log ether.

Ivan Tse Atlassian Team Dec 20, 2012

make sure you have a reopen transition on your resolved workflow step. post up your configurations so we can see what you've configured.

Yep I have a reopen transtion.

How do I post the configuration? Just screenshot?

There is a step by step tutorial for JEMH and reopening resolved/closed issues: here

I don't use JEMH. Just the standard JIRA mail interface.

JEMH is a very powerful email handling plugin for Jira which can handle just this. But if you haven't got it, then we'll need to debug your auto-transition listener.

The listener should have a configuration scheme - a screenshot of that would be excellent, or even just the raw text of the options would be enough. I suspect we'll ask for a look at the "reopen" transition on your workflow as well - ideally the text version and with the "conditions" displayed.

Image 1

image 2

image 3

Thank you for your help.

Thanks for the help.

Please see the screenshots of the listener and the workflow.

[url=http://postimage.org/image/wqudfjaor/][img]http://s1.postimage.org/wqudfjaor/image3.png[/img][/url]

[url=http://postimage.org/image/n7kom2n6j/][img]http://s1.postimage.org/n7kom2n6j/image2.png[/img][/url]

[url=http://postimage.org/image/xvofkwx5n/][img]http://s1.postimage.org/xvofkwx5n/image1.png[/img][/url]

image1

Image 1

Image 2

image3

Image 3

http://postimage.org/gallery/14cv7dpo/

Thanks for your help.

I'm sorry, those images are too small for me to make out with any accuracy.

Ah, much better. (Reminds me, I'm due an eye test!)

The listener looks to be set up perfectly, so I'm stuck if it's that. However, could you go back into the workflow and then into the "reopen" transition (id 951 of course) and look at the "conditions" on that? The reason I ask is that I believe that the user that the listener runs as must obey the permissions and conditions...

Sorry about the pics....

Heres the one you requested:

http://tinypic.com/r/5ba1dx/6

Hmm. No conditions means anyone can run it, so it's not that.

I'm a bit stuck, the only thing I can think of is increasing the logging levels on the listener to see if it's logging/catching what it should be

Sorry little bit of a noob when it comes to JIRA - how does one increase the logging?

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