[otrs] re: How to open a closed ticket

Hi Alan, One I can answer! On 9/7/06, Alan McKeown wrote:

Hello All,

Is it possible to re-open a ticket that has been successfully closed? I need to add more notes as the customer has now coma back with some more questions.

Regards Alan Mckeown JoraPh Consulting Ltd

"Philip Mark Donaghy" give you a partial answer:

Hi Alan,

I'm realativly new to OTRS but I've closed tickets and then searched in the closed ticket list. When I zoom into the ticket there is the possiblity to add Notes and change Priority, Lock, etc. Seems to me the ticket will then be reopened.

my 2 cents, Philip

Note that by default in OTRS 2.0.4, the "Notes" dialog doesn't allow you to change the state, eg. to reopen a closed ticket by adding a note. To enable this, add the following to your local Kernel/Config.pm: $Self->{'Ticket::Frontend::NoteSetState'} = 1; $Self->{'Ticket::DefaultNextNoteStateType'} = [qw(new open closed removed)]; Now do as Philip suggests. Works fine. cheers duncan