Hello,<br><br>We archive any tickets older than 3 months. I&#39;ve seen recently that when someone replies to a ticket that is archived then the ticket is NOT restored. From what i can see this is due to no change in the status of the ticket. why does a response from a customer not change the status of the ticket though? it just shows as &quot;FollowUp&quot; in the history of the ticket and sends a note to the owner of that ticket but the ticket remians archived. I would expect the eventmodule &quot;archiverestore&quot; to kick in at that point and change archive state to &quot;n&quot;.<br>
<br>anyone with experience or solution on this?<br><br>thanks<br><br>Neil<br>