Able to change category and sub category after closing an incident/request in Service Desk

samulski

Hello,

I would like to request to be able to change the category and sub category after an incident/request has been closed.
In some cases it can happen that our agents are selecting the wrong categories. This causes that a different SLA is used for such a ticket.
We often notice this afterwards when the ticket already has been closed.
We want to make sure we can adjust this like it was done in Web Helpdesk.Now we need to reopen the ticket and change it. This solution triggers also emails to the end user which can cause confusion.

(Case # 01190300)

Regards,

Marco Samulski

ljarrett

In general, I'd like the ability to edit (or at least have admins do this) the closed ticket.  I have tickets where people forget to put other information in the ticket and I have to reopen it in order to edit it.