re-opening closed tickets
Is there a way to re-open a closed ticket after someone has closed it already. I have a ticket that I was responsible for and another person closed it without actually finishing the job. I would like to re-open that ticket so that it will show in the same queue as before, (as if it were never closed). I have read through the manual and looked through the options but can't seem to land on a solution. I found that I am able to link a new open ticket to the closed one but would like to simply re-open the closed one. Thanks in advance.
~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~> Craig Meirick, Help Desk/PC Support Northeast Iowa Community College -- http://www.nicc.edu
Action on the ticket... It will 're-open.' ( I assume that no coding changes from default have been made to inhibit the re-opening of a ticket.)
-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Craig Meirick Sent: Friday, February 22, 2008 8:57 AM To: oTRS@otrs.org Subject: [otrs] re-opening closed tickets
Is there a way to re-open a closed ticket after someone has closed it already. I have a ticket that I was responsible for and another person closed it without actually finishing the job. I would like to re-open that ticket so that it will show in the same queue as before, (as if it were never closed). I have read through the manual and looked through the options but can't seem to land on a solution. I found that I am able to link a new open ticket to the closed one but would like to simply re-open the closed one.
Thanks in advance.
~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~> Craig Meirick, Help Desk/PC Support Northeast Iowa Community College -- http://www.nicc.edu
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Hello Craig, it is possible to change the state of a ticket by adding a note. But first you have to enable this feature in SysConfig. Take a look at Ticket::Frontend::AgentTicketNote###State: to enable it Hth EDV Tekomedia Markus Nagel Tekomedia GmbH Castroper Str.12 D-44791 Bochum T: +49 (0)234 8939-0 F: +49 (0)234 8939-28 ------------------------------------------------------- Tekomedia GmbH Castroper Str. 12, 44791 Bochum Reg.-gericht Bochum HRB 6537 St.- Nr.: 306 5867 0873 Geschäftsführung: Hans-Günter Oberlindober Craig Meirick schrieb:
Is there a way to re-open a closed ticket after someone has closed it already. I have a ticket that I was responsible for and another person closed it without actually finishing the job. I would like to re-open that ticket so that it will show in the same queue as before, (as if it were never closed). I have read through the manual and looked through the options but can't seem to land on a solution. I found that I am able to link a new open ticket to the closed one but would like to simply re-open the closed one.
Thanks in advance.
~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~> Craig Meirick, Help Desk/PC Support Northeast Iowa Community College -- http://www.nicc.edu
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The best way will be to use a generic agent to reopen the ticket. -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Craig Meirick Sent: Friday, February 22, 2008 8:57 AM To: oTRS@otrs.org Subject: [otrs] re-opening closed tickets Is there a way to re-open a closed ticket after someone has closed it already. I have a ticket that I was responsible for and another person closed it without actually finishing the job. I would like to re-open that ticket so that it will show in the same queue as before, (as if it were never closed). I have read through the manual and looked through the options but can't seem to land on a solution. I found that I am able to link a new open ticket to the closed one but would like to simply re-open the closed one. Thanks in advance.
~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~> Craig Meirick, Help Desk/PC Support Northeast Iowa Community College -- http://www.nicc.edu
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Den 24/02/2008 kl. 00.45 skrev Maurice James Ny:
The best way will be to use a generic agent to reopen the ticket.
No, that will be a really strange way to reopen a single ticket. Just add a comment as already suggested. And hey, OTRS people, "Generic Agent" makes no sense at all. It should be "Automatic Agent" :-) -- Lars
Actually the easiest way is to use the 'FreeField' option in the ticket zoom. You won't even have to leave a comment there. :D aniel -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Lars Jørgensen Sent: Sonntag, 24. Februar 2008 09:47 To: User questions and discussions about OTRS.org Subject: Re: [otrs] re-opening closed tickets Den 24/02/2008 kl. 00.45 skrev Maurice James Ny:
The best way will be to use a generic agent to reopen the ticket.
No, that will be a really strange way to reopen a single ticket. Just add a comment as already suggested. And hey, OTRS people, "Generic Agent" makes no sense at all. It should be "Automatic Agent" :-) -- Lars _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/
participants (6)
-
Craig Meirick -
EDV Tekomedia -
Lars Jørgensen -
LQ Marshall -
Maurice James Ny -
Obee, Daniel