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.
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
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.
Thanks for the help.
Please see the screenshots of the listener and the workflow.
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...
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