Hello, people talk about reopening a closed ticket but I can't find how to really do that, except making it pending. How can that be done? There soesn't seem to be a direct way to simply change it... Cheers, Bo van Weert tel. 902 014 180 (00 34) 96 393 109 77 fax. 96 360 69 13 http://www.valbosoft.com
On Tue, 16 Nov 2004 22:42:21 +0100, Boudewijn van Weert (Valbosoft,
S.L.)
Hello,
people talk about reopening a closed ticket but I can't find how to really do that, except making it pending. How can that be done? There soesn't seem to be a direct way to simply change it...
Search for the ticket zoom, respond via note, or mail, or phone, set the state to open, submit. Hth Tyler Hepworth
Hello,
When I add a note, it actually doesn't give the oportunity to change state,
and the state remains closed... Is the only way to actually reply to the
client again? This would be kind of inconvenient in case we closed it by
mistake, and don't really have anything to say (yet) to the client... Am I
overlooking something?
Cheers,
Bo van Weert
tel. 902 014 180
(00 34) 96 393 109 77
fax. 96 360 69 13
http://www.valbosoft.com
Tyler Hepworth
Hello,
people talk about reopening a closed ticket but I can't find how to
really
do that, except making it pending. How can that be done? There soesn't seem to be a direct way to simply change it...
Search for the ticket zoom, respond via note, or mail, or phone, set the state to open, submit. Hth Tyler Hepworth _______________________________________________ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/
On Wed, 17 Nov 2004 15:33:20 +0100, Boudewijn van Weert (Valbosoft,
S.L.)
Hello,
When I add a note, it actually doesn't give the oportunity to change state, and the state remains closed... Is the only way to actually reply to the client again? This would be kind of inconvenient in case we closed it by mistake, and don't really have anything to say (yet) to the client... Am I overlooking something?
I don't believe you are overlooking anything. It is the only method I am aware of. If you use Contact Customer (Phone), it won't actually notify the client. It will just add history to the case that the client would only see if they have access to the web interface. No email notification is sent out (unless you have customer notifys enabled). You could just put some nice phrase in there that doesn't really reveal one position or another and then set the state to open. Hth, Tyler [snip]
participants (2)
-
Boudewijn van Weert (Valbosoft, S.L.) -
Tyler Hepworth