Automation rule to re-open an issue when customer comments isn't working

[Denny]

Hi there,

I have set an automation rule in jira service desk to re-open an issue that is already closed / resolved when a customer updates / put comments there. But this isn't working as expected and throws the error per automation log "Action does not exist for current issue status". I have attached the rule as well as error along.

Any help would be much appreciated.

Thanks.

[Elifcan Cakmak]

Hello,

It seems like for this project, on one of the workflows "Reopen Issue" transition does not exist, like it says on the error message. Can you check your workflows that uses statuses Closed, Done or Resolved and make sure this transition exists? 

Regards,

[Denny]

Thank you for your reply. Though my project owner has granted me administrator privileges for my project, i still dont have permissions for modifying existing workflows. Can you let me know if am missing any permissions here so that i can modify the current workflows?

[Elifcan Cakmak]

Hello,

Which jira version do you use? They enabled project admins to edit the workflows to an extent after jira version 7.3. You can check the document. But there are some limitations such as workflow should not be used in other projects.

https://confluence.atlassian.com/jirasoftware/jira-software-7-3-x-release-notes-861181590.html?_ga=2.196383268.945506465.1536760651-1689878197.1525119390#JIRASoftware7.3.xreleasenotes-Projectleveladministration

If you want full access to the workflows, you need to be a Jira Administrator. Check out Nic Brough's answer here:

https://community.atlassian.com/t5/Jira-Software-questions/Permissions-what-level-to-edit-workflows/qaq-p/2604#M22183

[Cody Stevens]

Hey @Elifcan Cakmak,

I believe the feature that allows project admins to partially edit workflows is a Server only feature and @Denny appears to be on the cloud instance.

I believe the only way for Denny to achieve his goal is to either be granted Jira Administrator or one of his administrators need to do this for him.

[Denny]

Hey @Cody Stevens and @Elifcan Cakmak,

Thanks much for your support. You guys were right. I had only normal privileges and my admin gave me administrator privileges with which i was able to create a new workflow and assign it to the existing project. Now when a customer updates / comments a closed / resolved issue, the automation rule works and move the issue to the correct status.

Thanks again!

[Cody Stevens]

Awesome, glad you got that to work @Denny! To show other people this question is resolved, I would mark one of the answers as accepted! 

[Elifcan Cakmak]

Hello @Denny, I would really appreciate if you could mark the answer as accepted.  Thanks.