Workflow issue with closed case to reopened

[Dean Mullarkey]

I have an issue with an old case which has been closed and the customer responded to it but it's still closed.  Shouldn't it be re-opened when they come back to us?

Here is a screenshot of my workflow:

[Jack Brickey · Accepted solution]

@Dean Mullarkey ,

for the issue to be reopened upon customer comment you need to ensure you have an Automation that is triggered when customer comments on a Closed issue. Alternatively, if the customer uses the portal you could expose the Reopen transition which allows the customer to reopen by clicking the reopen link and adding a comment as to why.

[PVS]

HI @Dean Mullarkey 

You Doing the Trnsaction to both side Close to Reopen  And Reopen To Close 

Check This Transaction  Remove Once And add It Again 

Thanks,

PVS

[Dean Mullarkey]

So, add a transition from closed to reopen and a transition from reopen to close?