How do I "re-open"/transition tickets to waiting for support state after they have been resolved?

[Baker_ Christopher]

My org has recently taken on JSM as their ticketing system. We discovered that the default issue type for "Support" once set to a "Resovled" state does no re-open with the end-users respond to the ticket.

Is there a way to make it so the tickets re-open tickets in the cases where the tickets are updated through the portal or through email?

Thanks in advance for your help!

[Joseph Chung Yin · Accepted solution]

@Baker_ Christopher -

Welcome to the community.  You may be able to establish automation rule (Automation for Jira - JSM) to setup a rule to be executed when issue is commented + a condition where the issue status is RESOLVED and the user is a customer.  The rule will then reopen the issue.

However, the problem is what is your definition of a comment.  Example - an issue is resolved and the customer commented on the issue with "Thanks".  The above rule will still reopen the issue because it will not parse the comment content.  It is just a comment.

Lastly, the WF associated with your issue (request type) must have a WF transition to allow a ticket to be reopened again.

If you can provide more information on your criteria, I can try to suggest further actions.

Here is the reference to automation for you to review - 

Jira Cloud automation | Cloud automation Cloud | Atlassian Support

Jira automation template library | Atlassian

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

[Baker_ Christopher]

It would be acceptable if a ticket re-opens with a comment such as "Thanks".

The ticket need to re-open if an end-user (Customer) replys to the ticket. Even when it's in a Resolved state. Currently the ticket stays closed and we were missing updates in cases we believed the issue to be resolved and moved it to that state, only to have people follow-up stating they required more assistance.

We are also worried for the case in which an End User replies to a ticket months later and says "I updated the ticket with you" after we moved it to resolved when it could have been caught if the ticket was just re-opened.

I hope this clarifies what we are looking to accomplish.

[Joseph Chung Yin]

@Baker_ Christopher -

Thanks for the updates.  This is what you should do -

WF customization (you will need to modify the existing WF used by the issue type where yoru request type is based on):

1) Create transition from the "RESOLVED" status back to a status that you need (i.e. Waiting for Support).  NOTE - If an issue is at the RESOLVED status and it's Resolution field is populated, then you will need to add a post function in the new transition to set it back to Null (None) to clear out the resolution field.

Automation Rule -  (It will be something like this one below)

1) Create an automation rule  NOTE - this will only work after you have customized and published the WF first.

Give it a try.

Best, Joseph

[Joseph Chung Yin]

@Baker_ Christopher -

If our responses helped you, please click on Accept answer to our suggestions when you have a chance.

Best, Joseph

[Baker_ Christopher]

Thank you for your help Joseph!

[Baker_ Christopher]

Thank you both for your immediate responses!

[Robert Wen_Cprime_]

Hello @Baker_ Christopher ! Welcome to the Atlassian community!

Because different Support Request issue types can have different workflows depending on the type of Service Management project, can you paste the diagram for the workflow for your Support Request issue type?

[Baker_ Christopher]