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Re: Client cannot up a ticket that is closed
mguizzetti May 12, 2017 12:17 PM (in response to nickmorrisonrrp)Don't think you can. Best practice would be If a new note has been added to a ticket you would want the ticket to be reopened to identify the issue and track tech time. Else the user needs to open a new ticket for a new request.
- Incident identification
- Incident logging
- Incident categorization
- Incident prioritization
- Incident response
- Initial diagnosis
- Incident escalation
- Investigation and diagnosis
- Resolution and recovery
- Incident closure
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Re: Client cannot up a ticket that is closed
mark.dangelo May 23, 2017 2:04 PM (in response to nickmorrisonrrp)I only know how to make it so it allows the note and reopens the ticket, but not allowing and keeping it closed. I have messed with the action settings to try and get it to automatically close a ticket that has been reopened via a client email but I didn't have any luck with it.