open ticket after replying to email

I currently have this setup to create new tickets when an email is received, but if I choose to close the ticket we would like the ticket to reopen when their is a response.

Is that possible?

1 answer

0 votes

Hello,

technically yes, there're two ways to do that :

A) you could do that by using a custom mail hanlder. Currently, the default mail handler allows to create and/or comment an issue. A custom mail hanlder should use the issue key in the subject, check if it is a closed issue and reopen it, and comment issue at the same time.

B) You could implement a custom listener that, on event issue commented, will reopen the issue if it is a closed status.

Hope this helps,

Fabio

Suggest an answer

Log in or Sign up to answer
Community showcase
Posted Sep 18, 2018 in Jira

What modern development practices are at the heart of how your team delivers software?

Hey Community mates! Claire here from the Software Product Marketing team. We all know software development changes rapidly, and it's often tough to keep up. But from our research, we've found the h...

22,398 views 2 7
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