Unable to Reopen Ticket if Reporter is no Longer the Assignee
Platform Notice: Data Center Only - This article only applies to Atlassian products on the Data Center platform.
Note that this KB was created for the Data Center version of the product. Data Center KBs for non-Data-Center-specific features may also work for Server versions of the product, however they have not been tested. Support for Server* products ended on February 15th 2024. If you are running a Server product, you can visit the Atlassian Server end of support announcement to review your migration options.
*Except Fisheye and Crucible
Summary
Problem
When a user creates a Jira Service Management issue from the customer portal, if the service project is configured to update the reporter field to the assignee when the issue is closed, the original reporter would no longer be able to reopen the ticket with a comment even though they can see the ticket in their customer portal.
When making the following actions...
Create a ticket from customer portal as User A.
Modify your Jira Workflow where a post function in the close transition changes the reporter to the current assignee.
This may require an addon to achieve.
Close the ticket.
As the original owner of the ticket, attempt to comment to reopen the ticket.
Expected Behavior From the Original Reporter
They would be able to reopen the ticket just fine.
Actual Behavior (This is the true Expected Behavior)
User is unable to open the ticket because they are no longer the reporter.
Diagnosis
Diagnostic Steps
Check and ensure the user who reported the issue is still the reporter.
Does the problem still occur if you update the Field from Jira UI to point to the actual issue reporter back?
Check and ensure you have no customizations such as post functions that would impact how Jira interacts with users based on what the post function does.
Cause
The original reporter is no longer considered the reporter of the issue. Normally, we would expect that they can no longer see the issue even in their My Request page when they access Jira Service Management customer portal, however they can still run into this issue if the issue page is still opened when it was closed and they attempt to make further changes.
Solution
Resolution
Contact the Jira Service Management Agents so they can set the reporter field back to the original reporter.
Do not have such a post function as it could also skew your reports.
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