Create "New Issue" when Customer answers on "Closed Issue"

[Andreas Schnederle-Wagner]

Hey there,

we do automatically close Issues after they have been 14 Days in "completed" Status.

How to configure JSD that Customers can't answer on Closed Issues anymore - if they answer on closed Issues - a new Issue should be created instead.

Any Ideas on that?

thx, bye from Austria

Andreas Schnederle-Wagner

[Andreas Schnederle-Wagner · Accepted solution]

Solved it using "Automation for Jira" Plugin - When Issue is closed - create new Issue with the last Comment Text, Author = Comment Author, Link Tickets & mention new Ticket in Original Issue.

thx all, bye from Austria

Andreas

[Alexander Bondarev]

interesting solution, but 'out-of-box'.

I would advise you to study your notification scheme in advance. because if you have a lot of clients and they will constantly receive letters on their comments that a new task has been created / updated status - they will quickly start complaining. there is also the possibility that confusion will begin in the notifications and it will be unclear for the Client to respond to.

[Andreas Schnederle-Wagner]

Hey Alexander,

thx for pointing out Notification Schema - in our Case it's already configured properly! ;-)
In general we don't send out Automated "Ticket created" Mails. One Agent a Day is in charge of roaming through the new Tickets and if they can be solved within a few Minutes they do it - otherwise they send out Canned Response that we are on it as soon as possible ... ;-)

Andreas

[IlyaDzivak]

Hi! I've created such Automation but seems like notification scheme doesn't work for the new issue which was created by this rule.

Upd.

Nevermind. Found that I've missed adding Request Type for the new issue.

[Alexander Bondarev]

It is classic - you can create custom rule in JSD Automation.

But firstly you should create hidden from customers transition, which will create new linked issue, then "in-box" JSD Automation do what you need:

[Andreas Schnederle-Wagner]

Hi Alexander,

how would such a "create new linked issue" Transition look like?

Not quite sure how I could set up such a transition ;-/

thx

Andreas

[Ravi Varma]

Hi @Alexander Bondarev ,

@Andreas Schnederle-Wagner wants to create a new ticket and does not want to reopen the ticket. Is this what the above rules does?

As far as I know, the automation rule changes the status of the issue in context and does not talk of creating a new ticket.

Regards,

Ravi Varma

[Andreas Schnederle-Wagner]

correct - a new Issue with new Issue Number should be created on an Answer to a closed Issue.

Background: Our Customers often answer to old Issue Mails htey find in their Inbox - and the old Issues get re-opened ... with completely other Needs that the initial Ticket was about ...

So it would make sense to make a new Issue when they answer to old, closed Issue Mails ...

Especially as we refer Issue Numbers on our Invoices - so the billed Amount is clearly assigned to the work they had ...

[Alexander Bondarev]

like i told - automation just make transition, which will create another issue.(there will be post-function to issue creation and linking(for example, ScriptRunner - look here)). 

you should create hidden transition from "completed" status to "completed" status=)

[Andreas Schnederle-Wagner]

alright - so out of the Box there is no possibility to create new Issue with JSD inbuilt Automation / Transitions if I understand correct ...

thx

[Ravi Varma]

@Andreas Schnederle-Wagner , makes sense, as long as you can subscribe and pay for it.

[Ravi Varma]

Hi @Andreas Schnederle-Wagner ,

Let me get your requirements clearly

• Customers can't answer on Closed Issues anymore - You need to make sure that the underlying workflow stops when issue is Closed (when issue has spent more than 14 days in Completed status). There should not be any reopen transition. Also, ensure that adding a comment does not reopen the issue
•  if they answer on closed Issues - a new Issue should be created instead. - This looks weird. As the issue does not have reopen transition, what do you mean by answer on closed issues. Do you mean adding a comment for a closed ticket should create a new ticket? If Yes, then native behaviour does not support creating a new ticket. You should be looking at third party apps or scripts. 

My recommendation in your case would be, to have a transition Reopen as a new ticket transition after ticket is closed, where in you write a script or use some third party post function to create a new ticket. 

Hope this works for you.

Regards,

Ravi Varma

[Andreas Schnederle-Wagner]

Hey @Ravi Varma ,

thx your your reply. I already feared there is no built in possibility to do it like we need it ... ;-)

Maybe I can do it with "Automation for Jira" Plugin - create new Issue from Last Comment ...

thx

Andreas