We are using OTRS 3.
Can anyone tell us how to re-open a ticket?
Sometimes one of us is sleepy or drunk or otherwise mentally inefficient and closes a ticket that wasn't meant to be closed. We would like to change the state back to open in these cases and would prefer to remove the added message about having closed it aswell.
Any help would be appreciated.
OTRS 3 looks really good btw!
re-open a ticket
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crythias
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Re: re-open a ticket
Usually a reply will suffice. Phone Call outbound with next ticket state Open works, too.
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bosman
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Re: re-open a ticket
So, to be clear, it is impossible to just re-open it. I have to feign a phone-call or send a reply to correct the error and thus add more unwanted to traffic to the ticket to re-open it.
It would mean the world if we could just change the state delete the close message from the system.
It would mean the world if we could just change the state delete the close message from the system.
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crythias
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Re: re-open a ticket
Or use a generic agent, or send an API call
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ferrosti
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Re: re-open a ticket
Due the matter that OTRS is revision proof one is not able to delete or change information like this.
Most easy way could be to add a note and set the default next state to open.
This way you at least have to write down you were drunk when closing the ticket
Most easy way could be to add a note and set the default next state to open.
This way you at least have to write down you were drunk when closing the ticket
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IT-Helpdesk: OTRS 3.0
Customer Service: OTRS 3.0 (upgraded from 2.3)
Customer Service (subsidiary): OTRS 3.0
+additional test and development systems