Re-open button

[Tran_Hoang_Hai]

hi everyone,

i want to add/ create a reopen button in the notification message which sends to customer for closes status. can i do it with Jira?

thank you

[Benjamin · Accepted solution]

@Tran_Hoang_Hai - 

You can create a reopen button by creating a transition on your workflows. However, the way this requirement is describe why would you reopen something for customer to verify. A recommendation is to have it resolve transition to resolved with a certain resolution and comment. This way your customer will know why you have decided to resolve the issue. Then have a close transition button for customer to finally close it to the agreed comment and resolution. Hope this helps. 

[Tran_Hoang_Hai]

hi @Benjamin 

thanks for your sharing

i still got confused that is there a button in customer side when i added a reopen transition from closed to reopened status, or it just can be done by our agents

thank you

[Benjamin]

Yes, There will be a reopen button shown on the issue once you set the reopen transition. 

[Tran_Hoang_Hai]

hi @Benjamin 

i did added reopen status and transition from close to reopen, but there is no reopen button on the issue on customer portal neither on the customer email as below pics. Do i need to do further setting or is there a misunderstanding between you and me

[Benjamin]

Hi @Tran_Hoang_Hai - The screenshot is helpful. What I was going over is the expected screens if you were just using jira software. However, you are using service desk. Someone may be able to help you here but you should try bringing your question under jira service desk. 

[Tran_Hoang_Hai]

hi @Benjamin 

i am so sorry, i did not notice. thanks for your strong support

[Benjamin]

No worries. Be safe and hopefully you get the help you need under jira service desk.