In our environment, we allow comments to re-open resolved/closed tickets: "Reopen Resolved/Closed Incidents."
However, we see an increasing trend where users will comment on the same ticket with a different issue. This re-opens an aging ticket, affects SLA metrics and skews reporting. It also frustrates the service desk.
Our suggestion is that after 2 or 3 business days that an incident is resolved, no comments and no re-opens will be allow. A toggle option and call it "Comments and Reopen Incidents after an incident has been resolved" this can be enabled or disabled. If Enabled, set the days to allow comments, otherwise default defers to whether or not Reopen Resolved/Closed Incidents is on/off.
Comments/Reopen Incidents:
Enabling this option will allow any closed or resolved incident to be commented on and reopened for the duration set below. After that duration, no further comments/reopens will be allowed. (Users will submit a new ticket).
***Even simpler, enable a duration option within Reopen Resolved/Closed Incidents, after that duration, no further comments or re-opens are allowed.***
Thank you,
Jackson S
