Open New Issue After Users Send Messages to Issues with status DONE

[thiago.suisso]

Hi There,

Sometimes, our users send messages to their old issues (status "Done", for example). We are facing problems with that, because we can not see this message within the time expected by the user.

Is it possible to set the Jira SD to open a new issue when that happen? It is important to have a reference between both issues (like a clone).

[Angélica Luz]

Hi Thiago,

I tested this behavior here using a simple workflow that does not have the Reopen status and when replying the notification, the comment is added correctly, but as there is no transition to reopen this ticket, it won't appear on the queue. The assignee will receive a notification, but if the assignee is not working in the company anymore, for example, nobody else will see this information. Also, as they reply to an email that has the issue key, it will be redirected to the old issue and won't create a new one.

There are three options in this case that may help you:

1 - Create an automation to create a new ticket, so when a comment is added, a new issue will be created.

There are two problems when using this option:
- The reporter will be the default user that runs the automation, it means that will not copy the original reporter and it's necessary to change it manually, but as the ticket will be linked to the old one, it will be easy to find who is the original reporter.

- The request type will be empty, since the ticket will be created by an automation, so it will be necessary to create a new automation to add the request type. Note that the request type is what triggers the customer notification, so it must be filled for the customer to receive the updates.

- Automatically set Customer Request Type When Issue is Created via JIRA

2 - Modify the workflow to reopen the old ticket. You can find an example on this documentation:
- Working with workflows

3 - Create an automation to alert a user. In this case, a comment will be added mentioning a user and this user can create the ticket manually for the customer.

Hope this helps!
If you have any other question, please let us know.

Regards,
Angélica