Auto reply on closed issue to reporter

[Ken Loh]

Dear Sir/Madam

Is there a way to configure auto-reply when reporter send an email to a closed issue?

Best regards
Ken

[Rilwan Ahmed · Accepted solution]

Hi @Ken Loh ,

This can be done if the email adds comment to the closed ticket. 

Go to your JSM project settings --> Automation --> Create automation
Select trigger(WHEN) as comment added 
Condition (IF) select JQL Issue matches: status = Closed
Action (THEN) --> Send email or Add comment. 

FYI: You can also install free Automation for Jira - Server Lite plugin and get more options. 

https://marketplace.atlassian.com/apps/1211836/automation-for-jira-server-lite/version-history

[Ken Loh]

Dear @Rilwan Ahmed 

Thank you for your kind reply.

Select trigger(WHEN) -> for this trigger, are we able to select trigger when received new email ?

Ken

[Ken Loh]

And also, reply to a closed issue, it will create a new ticket. Is there a way to disable it as well?

[Rilwan Ahmed]

Hi @Ken Loh ,

1. Select trigger(WHEN) -> for this trigger, are we able to select trigger when received new email ? 
-- No

2.  reply to a closed issue, it will create a new ticket. 
--  I did not understand your requirement. Can you please explain

[Ken Loh]

Dear @Rilwan Ahmed 

reply to a closed issue, it will create a new ticket. -> As example ticket001 status is closed, previously we have some email communications in that ticket. And then I replied an email of ticket001 (status: closed), it will create a new ticket 002 and will not stored the new email in Communication Log.

Does this setting can be disable for a single project?

Ken

[Rilwan Ahmed]

Hi @Ken Loh ,

For the Closed status, check if "jira.permission.comment.denied" workflow property is added. This will block adding new comments and create new ticket. 
If this or similar property is added, then you need to remove it and publish the workflow.

Also in JSM, you can configure emails per project. 

i.e. Go to project settings --> Email request. --> Add an email Address
Full detailed steps is  in https://confluence.atlassian.com/servicemanagementserver/receiving-requests-by-email-939926303.html

Also you can refer https://confluence.atlassian.com/jirakb/the-jsm-mail-channel-creates-new-tickets-instead-of-adding-comments-to-existing-tickets-1142248285.html for some related issues and solutions.