Re: [otrs] Is it possible to re-open closed tickets

Jorick, Another 2c ;) I would recommend that you do *not* rely on autoclose - since this will mess up any ability later to measure your resolution time statistics accurately. It is better IMO, to take the "risk" of closing too soon and having a reopening that points at quality problems than not having the ability to measure resolution time. Matthew

From: Jorick Astrego Reply-To: "User questions and discussions about OTRS." To: otrs@otrs.org Subject: Re: [otrs] Is it possible to re-open closed tickets Date: Wed, 5 May 2004 18:10:52 +0200

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We have some tickets that were closed but after a couple of days there some issues came up. I would like to re-open the tickets and finish them correctly.

Do you mean that the customer sent further mails or do you just want to add something? In the second case I would suggest you to search the tickets via the utilities page. Then you can lock the tickets and add a note.

Lars

Well adding notes would be a partial solution, but we need to keep track of the status again when the issue doesn't appear to be resolved.... The 2c from Mattew in a message later makes me wonder if we really want to re-open the tickets. I think I better instruct everyone not to close tickets to soon but put them on auto close and open a new ticket for a problem that isn't fixed afterall. They just have to put in a reference to the older ticket IMO.

Regards,

Jorick Astrego IBM Certified System Administrator - Lotus Notes and Domino

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