How can I reopen tickets?

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dcorbera
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How can I reopen tickets?

Post by dcorbera »

When a customer responds by mail o by the otrs customer web a closed tiquet, the ticket status remain at closed successful. We need the ticket state is open, to detect and treat it. I have revised the next state on follow up option, and the queue options to permits follow up, but it doesn't work. Wich option have to revise?
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pituca
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Re: How can I reopen tickets?

Post by pituca »

Did you already check this on Admin > Queue?

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dcorbera
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Re: How can I reopen tickets?

Post by dcorbera »

Yes, I have the queue folloup option to possible, but it doesn't work.
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crythias
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Re: How can I reopen tickets?

Post by crythias »

dcorbera wrote:it doesn't work.
I'm sure your logs will have something more actionable to say about this.
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stoyan
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Re: How can I reopen tickets?

Post by stoyan »

It works for me, but after the reopening SLA stops counted.
in the widget on the right I do not see "Time to solve ...."
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jojo
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Re: How can I reopen tickets?

Post by jojo »

thatgs "correct" behavour. The SLA was fullfilled due to the ticket clos
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sherni21
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Re: How can I reopen tickets?

Post by sherni21 »

I have the same problem ....

I have ticket follow up option possible

But tickets will not reopen of a close ticket.
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root
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Re: How can I reopen tickets?

Post by root »

sherni21 wrote: ↑14 Aug 2019, 16:24 I have the same problem ....

I have ticket follow up option possible

But tickets will not reopen of a close ticket.
Please don't hijack old topics. This one is from 2013.

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