JIRA Ticketing System: Closed ticket need to opened via thread mail and appear on TOP in box.

Hi,

Can anybody help me in below issue:

The closed ticket is need to be opened via thread reply sent to support@xyz.com

Next, what happens if the ticket is already open and then receives thread reply sent to support@xyz.com, in this case does the same issue get updated?
Process to merge multiple tickets sent by client, all relating to same issue. and this mail should prioritize & appear on top of email when it is replied in thread (like any mail replied it comes on top, even it was send 10 days back mail)

Please help us to know, what is the procedure to do

Thanks & Regards,
Shridhar

2 answers

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Yew Teck En Atlassian Team Dec 30, 2013

The closed ticket is need to be opened via thread reply sent to support@xyz.com

You need to setup have a mail handler that comment on issue and configure Auto Transition Listener from JIRA Toolkit Plugin that might give you the auto reopen feature: https://ecosystem.atlassian.net/wiki/display/JTOOL/Auto+Transition+Listener

Next, what happens if the ticket is already open and then receives thread reply sent to support@xyz.com, in this case does the same issue get updated?

The further reply should be add as new comments.

Process to merge multiple tickets sent by client, all relating to same issue. and this mail should prioritize & appear on top of email when it is replied in thread (like any mail replied it comes on top, even it was send 10 days back mail)

Not sure what you meant by that. But JIRA should add each mail reply as a comment if the issue already exists(ieg. ssue key on the subject). It won't combine everything and merge as one comment.



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we are using Ondemand instance, can you please suggest how to install "Auto transition Lister" in an Ondemand instance.

Yew Teck En Atlassian Team Dec 30, 2013

The plugin is bundled in JIRA Ondemand but the platform doesn't allow configuration of listener. Feature request over here: https://jira.atlassian.com/browse/JRA-31598

I added the ondemand tag and some ondemand user might have idea on how to work on that.

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