Closed issue reopens when commented

[Nick Dring]

Hi,

I want to make it so that in the service desk when a comment is made by a customer/watcher/reporter on a closed issue the issue doesn't reopen.

This happens for instance when a customer says ok issue resolved and so we reply and close the issue, then they say thank you in a comment and issue reopens so we have to go back again a reclose the issue.

How do I stop this from happening so that closed tickets don't get reopened when commented?

[Tansu Akdeniz · Accepted solution]

Hi @Nick Dring,

It is better to check the automation logs in order to detect the rule that causes this reopen action.

• Project Settings -> Automation -> View Log

Related KB: https://confluence.atlassian.com/servicedeskcloud/blog/2016/10/debug-automation-rules-using-the-log

[Nick Dring]

Sorry itmust be the heat, I had set up an automation 4 months ago that was reopening issues when commented.

All good now.

Nick