2 Replies Latest reply on May 23, 2017 2:04 PM by mark.dangelo

    Client cannot update a ticket that is closed

    nickmorrisonrrp
    nickmorrisonrrp Jun 15, 2017 10:00 AM

      When a user responds to an email ticket after it is closed they get the following error: Could not add note to ticket 12345. It is already of status type: Closed.

       

      How do you fix this so they can add a note but not reopen the ticket?

       

      Thanks

        • Re: Client cannot up a ticket that is closed
          mguizzetti
          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.  

           

          1. Incident identification
          2. Incident logging
          3. Incident categorization
          4. Incident prioritization
          5. Incident response
            • Initial diagnosis
            • Incident escalation
            • Investigation and diagnosis
            • Resolution and recovery
            • Incident closure
          • Re: Client cannot up a ticket that is closed
            mark.dangelo
            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.