Automation rule: When a customer responds to a "Resolved" ticket it creates a new ticket

[Alberto Dominguez-Ramirez]

Hello,

Can I get an example of an Automation rule that will help create a new ticket once a "Resolved" ticket has been commented upon by the creator? Currently when a user responds to a ticket that has been resolved we (IT support) do not see it go back to the open tickets que or receive an email from jira. Instead we have to filter through the "Resolved" tickets and look for it manually by ticket number or by subject. If I could just get a skeleton configuration of the Automation I think it would help me get this configured. 

Thanks again in advance. 

[Trudy Claspill]

Hello @Alberto Dominguez-Ramirez 

Do you specifically want to create a new ticket, or do you want to address the fact that you don't get notified and the original ticket doesn't get reopened?

If you're set on the first you could...

1. Use the Issue Commented trigger

2. Add a Field Issue Condition to check that the issue is currently in a "resolved" Status

3. Add User Condition to check if the Initiator of the rule (the comment author) is the same as the Reporter of the issue

4. Add an action to Create Issue.

Step 4 will execute only if the conditions for 2 and 3 are satisfied.

[Trudy Claspill]

I see you had a separate Question about addressing problem of not getting a notification.

https://community.atlassian.com/t5/Jira-Service-Management/Can-we-make-it-so-that-when-a-user-replies-to-a-quot-Resolved/qaq-p/2265910