We have an issue with resolved tickets being re-opened even though the original issue was resolved. Is there a way to disable requestors or “Staff” from changing the status on tickets?
Solved
Limiting who can change a ticket status.
+2Best answer by Kathryn Carter
You could create a rule that when a ticket is opened that was once resolved, the rule will automatically resolve the ticket. Additionally in my example, we would send an email to the user who has submitted a ticket telling them to open a new ticket.
Additionally, here is an idea to upvote about adding a time limit to the time the user can reopen a ticket:
Please let me know if you have an additional questions!
Matthew Walker
+15You could create a rule that when a ticket is opened that was once resolved, the rule will automatically resolve the ticket. Additionally in my example, we would send an email to the user who has submitted a ticket telling them to open a new ticket.
Additionally, here is an idea to upvote about adding a time limit to the time the user can reopen a ticket:
Please let me know if you have an additional questions!
+13I was going to set up this rule, but then I realized if an agent wanted to reopen a ticket, it would still auto close it. I haven’t fiddled with it to see if I can add a rule to Exclude our agents or not yet. I would imagine it might work, but haven’t tested it.
+2Thank you for the ideas and feedback. I have inplimented this rule. I too am having issues with agents not being able to open the tickets back if they need to. My work around for now is for them to notify me if they need one open and exclude them as an agent until it can be opened and then setting the rule back. I know this is the long way around but it is helping us keep up with the currently work needs.
+15Kathryn Carter - Community Moderator /// Did you ask a question? Don't forget to mark the correct answer!
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+13Kathryn Carter wrote:
I tested this but using specific agents, and it did not work. I did not try the role option though, that might work differently.
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I added two filters to resolve the following issues:
- Role: Allowing agents/administrators to reopen
- Last Updated Date: We want our users to have the ability to reopen tickets within 7-days of resolving; after that, submit a new ticket
For some reason I was under the impression that once tickets were closed, they would not change status if requestor replied to them.
Does this mean it is normal behavior that a ticket will reopen every time the requestor sends an answer via email?
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