Have an option to prevent closed incidents to be reopened

Currently, an agent can reopen a closed incident, whenever it was closed.

This is not a good practice. The Resolved state is a mean to be able to reopen an incident for x days after the service was restored. This means "we (the service desk and the user) agree that the issue may be resolved". This leaves the time to have either the user or the service desk to discover that this may not be the case. After X days without the issue coming back, it is considered the issue is fixed. If the issue comes back later, it is considered as a new occurrence of the issue and further investigation (maybe through a problem) is needed.

Being able to reopen an incident after several weeks/month/years is also quite dangerous. Most of the companies uses closed tickets as "proofs" of what have been done at that time. If anyone can go in the ticket and change the information, this is bad, even if the audit trail keep a trace of this. You don't want to go through the audit of all your tickets to be sure no one edited them since their first closure months ago. And I'm not talking about screwing your average time to close stats.

I understand that some people still want to be able to reopen closed tickets. This is why I request an option to have closed tickets as read-only records.

Thanks,

Fabrice

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Comments

FormerMember

I actually agree with this. Otherwise there's really no difference between resolved and closed. Closed needs to mean that the ticket cannot be unresolved.

MitchKiah

100% agree with this.

As an addition, we have an issue where because users can comment on Closed tickets, they think our technicians aren't helping them, but actually techs just aren't monitoring closed tickets. I've tried resolving this with some custom automations to send "Your comment was not received" notifications, but it's only a partial solve.

wydra91

Highly agree with this. The ability to limit reopening a ticket should be limited to "closed" state. Or we should at least have the option.

tobyw_loop1

Big upvote. When an incident is closed. it's closed. A new one needs to be raised. Your SLAs and stats are going to be all over the shop otherwise.

FormerMember

Just joined this website specifically for this issue to see if it was possible, but I guess it's not yet. Closed should mean it's closed forever.

joeoconnor

Please please please implement this - the current option combining Resolved and Closed doesn't make much sense, and we need a way to prevent end users from resurrecting old tickets.

rakeshs

Echoing on this! Tickets are being re-opened that remained closed for ages just because the issue is the same. This affects reporting as well, say for example: the time to resolve was 60 minutes at resolution, which now becomes 720+ days when re-opened.

codyRedmond