How to automatically reopen tickets

[Ivanka Menken]

We are very new to Jira Service Desk and I've noticed that when a customer replies to our 'resolved' email, the ticket doesn't automatically show up in the queue as an open ticket?

How do I fix this?

I removed all workflows except for the simple workflow (todo-in progress-resolved )

I added the automation rule 'comment re-opens issue' but that doesn't seem to do anything?

All the comments show up in the ticket but the status didn't change.

What am I doing wrong??

Thanks in advance for your help.

[Rodney Nissen - ReleaseTEAM · Accepted solution]

The "Resolved" transition is likely setting a resolution, but that resolution is not being cleared when an issue is reopened.  Without clearing the resolution, the issue will not show back up in the queues.  Add a step to your automation to clear the resolution, and it should work.

[Ivanka Menken]

Yes that makes sense - how do I do that though? 

[Rodney Nissen - ReleaseTEAM]

I'd add a post function to the two reopen transitions to modify the issue field, then set it to Resolution, and set the status to "Clear"

1) select the post function on the appropriate transition.

2) Click Add Post function on the post function tap

3) Click "Update issue field" at the bottom of the list.

4)On the select Parameters section, Select the resolution field, then none.

5) Click Add, then Publish the workflow

[Ivanka Menken]

Oh wow.. thank you!

I'm such a newbie so this is very much appreciated! Going to try this straight away.

[Rodney Nissen - ReleaseTEAM]

We all start out new at one time or another.  It's a lot to learn, but hang in there and you'll get it!  Welcome to the community!

[Ivanka Menken]

I checked and the workflow already has that step in it...

So in theory I've done all the right things... why isn't it working then??? 

[Rodney Nissen - ReleaseTEAM]

That is correct.  Did you do this on the other Reopen transition? I saw two in your workflow, and I'm not sure which your automation is using.

[Ivanka Menken]

I removed the other, so there is only 1 reopen transition. And only 1 workflow so logically I would assume it to work... but alas....

[Rodney Nissen - ReleaseTEAM]

Oddness indeed.  An obvious question, but I only asked because I've made this mistake myself.  Have you published the workflow?  Any changes you make are done to a draft until you publish them - a fact I learned the hard way.

Assuming you have published it (which I'm almost sure you have), can you post a screenshot of your automation for me?

[Ivanka Menken]

LOL yes I did... but I double checked ;)

[Rodney Nissen - ReleaseTEAM]

So I wonder if your automation is doing something odd here then.

[Ivanka Menken]

I GOT IT!! 

Had to create an additional status called 'reopened' and updated the 'all open' queue to include reopened as well as unresolved... 

badabing badaboom!

Thank you so much for all your patience and support!

[Rodney Nissen - ReleaseTEAM]

Huzzah!  Glad you got it figured out!