I don't want users reopening old tickets for different reasons. Please create a cut off time so i ticket cannot be reopened after X days.
@AZDiablo
In the Service Desk Settings, you should be able to toggle this option on/off under "Reopen Resolved/Closed Incidents". It would be nice if that option was more robust by adding the number of days option.
I would like to see more granular options where it is possible to specify to block reopening of closed calls but not resolved calls.
My example would be I would like resolved tickets to be allowed to be reopened upto x days then my auto rules would set inactive resolved calls to closed. However I would want closed calls to remain closed and not be allowed to be reopened unless by administrator intervention.
Or ... adjust the settings currently in place to allow reopening of closed or resolved tickets... perhaps the option should be broken down into two -- "Allow reopening of resolved tickets when comment is received" and "Allow reopening of closed tickets with comment is received. We automatically close resolved tickets after 2 weeks. So this would solve this quite easily...... once a ticket is closed it's closed... but resolved --- maybe an agent suffers from premature resolution.
@AZDiablo I would like this feature as well. A way you can implement in the short term is to turn this on so neither get re-opened on a comment, and then use the Automation rules to Re-open Closed or Resolved tickets matching the criteria you want.
