Jira Service Management - certain reporters unable to re open tickets (Automation)

[Danielle David]

Hello,

I hope to maintain the current workflow in our Jira Service Management without making significant changes. However, I am interested in creating an automation rule. The rule should ensure that when a ticket is marked as resolved and the sender is a specific user (let's say 'xxxxx'), the ticket should not reopen even if there is a subsequent reply from them. Essentially, once resolved, tickets from this particular sender should transition directly to 'Closed' status, as we are not looking to reopen tickets once they are in 'Closed' status.

To clarify our current setup: after a ticket is resolved, it can be reopened either by an agent or through a customer reply. If there is no activity for 7 days, the ticket automatically transitions to 'Closed' status and cannot be reopened.

I'd like to keep our existing rule as is, except that I want to prevent reopening tickets specifically from the aforementioned sender.

[Cristian0791 · Accepted solution]

Hi Danielle.

1. after a ticket is resolved, it can be reopened either by an agent or through a customer reply. If there is no activity for 7 days, the ticket automatically transitions to 'Closed' status and cannot be reopened.  (leave this rule as it is)

2. Create a new rule:

When: All comments

Initiator: Issue Reporter

And: Issue matches JQL (eg. status= Resolved)

Then: Transition the issue to: Open (Here you need to have the transition/s created on your workflow)

[Danielle David]

Thank you this worked :)

[Dave Mathijs]

Hi @Danielle David Have a look at the possible workflow conditions:

• User Is In Any Group
• User Is In Any Project Role
• User Is In Custom Field
• User Is In Group
• User Is In Group Custom Field
• User Is In Project Role

Depending on your desired configuration, one of these conditions can be added.