The easiest way is to add an internal note. Doing so allows you to set a new ticket state. We usually re-open it and add a note as to why it's being re-opened. Hope that is the answer you are looking for. -Jeff Quoting Kate Goodwin :

Hi Bas - did you receive any response to this? I would also like to know

Regards Kate

Bas Rijniersce wrote:

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Hello, Must be something very, very simple.. But how do I re-open a closed ticket? Bas

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Queue settings, Follow Up Option = Possible will expose it in the Customer interface and, I believe, allow responses to the item to reopen the ticket. On 3/6/07 20:50, "Kate Goodwin" wrote:

Hi Bas - did you receive any response to this? I would also like to know

Regards Kate

Bas Rijniersce wrote:

...

Hello,

Must be something very, very simple.. But how do I re-open a closed ticket?

Bas

Hi,

Queue settings, Follow Up Option = Possible will expose it in the Customer interface and, I believe, allow responses to the item to reopen the ticket.

I had this option already enabled for all the queues, I tried an internal note and that didn't trigger. I'll wait for an external reply to see what happens, but I think that also didn't open the ticket Bas