"Resolved" tickets - if responded to by sender - to re-appear as "Waiting for Support"

[Richard Hosier]

Hi

I`m using JIRA for technical support tickets.

When we close a ticket as "Resolved", if the original sender responds to that ticket, we don`t get any notification. We would like to get these put back in to the JIRA queue as "Waiting for Support".

I have tried adding a rule as: -

* Project Settings

* Automation

* When: Rule is triggered on - All comments

* Reporter is: Issue reporter

* And: Issues match status category = done

* Then: Transition the issue to - "Waiting for Support".

Does not seem to work.

Appreciate any advice.

Regards

[Richard Hosier]

Hi.

Thank you kindly for coming back.

Here is the Audit: -

[Dirk Ronsmans]

Hey @Richard Hosier ,

At a quick glance that rule looks ok. Can you check the Audit of that rule to see if it triggered and what the outcome was?

you should be able to see it on the Rule details.

[Richard Hosier]

Added response in the wrong place!

Added details.

Thanks

[Dirk Ronsmans]

Allright so the error message says that the transition cannot be resolved.

Can you validate that the transition is possible from Resolved -> Waiting for support?

The error message hints towards the fact that it isn't :) (maybe see if you can do it manually?)

[Richard Hosier]

Maybe I`m being very think!

How can I do this?

Thanks v much

[Dirk Ronsmans]

Well if you open a ticket that is Resolved, can you manually put it back to Waiting for Support?

If not, you'll have to check your workflow to see if the transition even exists between Resolved -> Waiting for Support OR if there are any restrictions on the transition.

[Richard Hosier]

Aha! I can`t change a "Resolved" ticket to "Waiting for support".

I guess that`s why!

I need to add this option in the flow.

[Richard Hosier]

Would you know how to add the work flow of "Resolved" to "Waiting for support"?

Thanks again

[Dirk Ronsmans]

Let me direct you to the documentation on that :)

https://support.atlassian.com/jira-cloud-administration/docs/work-with-issue-workflows/

[Richard Hosier]

Thank you.

I need to get our admin guy to do this then I`ll test.

Thanks for your help