Allow re-open of Resolved tickets but not Closed

havens1515

I've been back and forth with Support about this so it's time to ask here.

When we first setup our SWSD instance, over 2 years ago, we asked our representative how to set it up so that Resolved tickets would re-open when a user comments on the ticket, but Closed tickets DO NOT re-open under these same circumstances.

They had us do the following:

1. Enable "Reopen Resolved/Closed Tickets" under "Global Settings -> Service Desk Settings"
2. Create an automation rule that says if a closed ticket is commented on, send a notification that the ticket is closed, and change the status to closed.
   1. Screenshot below - they sat with me to create this rule and assured me that it would work.

They assured us that this would make it so that a comment on a Closed ticket would re-open, send a notification, and then re-close, but a comment on a Resolved ticket would re-open it and keep it open. We recently discovered that this is not working and I opened a ticket with support. The current solution allows both Resolved AND Closed tickets to be re-opened by a comment. Commenting on a closed ticket DOES send the notification, as configured, but it DOES NOT then re-close the ticket. They have gone back and forth with me for a while, and have insisted that this would never work... Yet it was one of their engineers who suggested this exact solution to me.

They're now telling me to disable the "Reopen Resolved/Closed Tickets" setting, but I keep telling them that this would not allow for Resolved tickets to re-open as I want.

So my question is... Has anyone else gotten this situation to work and, if so, how?

My current thought is to add a new category called something like "Re-opened Closed", put the ticket in this state once it is re-opened by this automation rule, then create another rule further down which closed the ticket based on the category. I'm not sure if this would work, and it's also more complex than I would like.

Or maybe I can enable the "Reopen Resolved/Closed Tickets" as they want, and change my automation rule to re-open if there is a comment on a resolved ticket?

Any idea if either of these would work? Any other ideas?

havens1515

For anyone who sees this, I was able to get this figured out. I tested it in a Service Provider which we are no longer using, before making the change in our active Service Provider.

I did as I mentioned in one of my last questions...

1. Disable the "Reopen Resolved/Closed Tickets"
   1. This keeps closed tickets closed when they are commented on
2. Create an automation rule - "Re-open Resolved tickets on comment"
   
   1. Trigger: "Comment added"
   2. Conditions: "Object commented on / State = Resolved"
   3. Actions: "Update Record = Change state to 'Customer Responded'"
3. Update my old automation rule - "Respond to Closed Ticket Comment"
   1. Trigger: "Comment added"
   2. Conditions: "Object commented on / State = Closed"
   3. Actions: "Send Notification [To: 'Requester', Subject: 'Ticket {{incident_number}} Closed', Body: ]This ticket has been closed. If you are still experiencing issues, please open a new ticket.']"