Can I set a time limit on how long a user has to reopen a ticket. We have some users reopening tickets to submit issues not related to the original ticket.
Ideally we’d like to be able to deny the ability to reopen a closed ticket after 7 days.
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Unfortunately, there is not a way to prevent users from reopening tickets. One solution that pop in my mind would be to create a shortcut. Create the shortcut to ask the requestors to submit a new ticket and set the status back to resolved.
I am going to see if there is a way to accomplish this with the rules engine. But need to test it out. I will keep you updated.
This idea stems from this original thread.
I am about to make that shortcut right now.
So need to be able to restrict the time allowed to reopen a ticket!
previous status = resolved and
status = in progress and
last updated >= 10 days
then
set status = Resolved
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