Amend JIRA to stop cancelled/resolved tickets auto-closing

[Ben-Hodgkiss]

Overview
Currently once a JIRA ticket is closed (either cancelled or resolved), it cannot be reopened - even if the respondent replies. We should amend this as it is bad user interaction for them to continually get an email telling them their ticket is closed when they try and get in touch with us.

[Swati-Dash]

If a ticket is closed or cancelled, it can't be re-opened (JIRA's limitation) that's why we resolve the ticket which can be reopened. There used to be rule to do this automatically for resolved tickets which seems to be missing.
Once ticket is closed/Cancelled the users get a response to not to communicate in the same ticket but to raise a new one.

The tickets coming from submit service, the status should be "waiting for support" but right now it is changing to "waiting for customer" which is confusing for the LPAs. @Ben-Hodgkiss can you please check if the status can be kept to "waiting for support" until we start interacting (add external comments)

@Vid-Jaokar as discussed can you pls list the amendments you have done and are planning to do so that we can track - I have added few

• change the email content for relies on cancelled tickets
• add rule to automatically change the status from "resolved" to "in-progress" if comment received on a resolved ticket
• update the rule not to change the status to "waiting for customer" if internal comment is added
• submit form tickets should have status "waiting for support" until we have added external comment - @Ben-Hodgkiss