Question

Time limit on reopening ticket

  • 7 March 2022
  • 2 replies
  • 77 views

Userlevel 3
Badge +2

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.


2 replies

Userlevel 5
Badge +6

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. 

Userlevel 4
Badge +1

This idea stems from this original thread. 

 

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