Change ticket status to open when moving to another queue?

[KimmoJ]

I just had a little gotcha moment today when one agent answered a ticket and set it to closed and another agent came in via the mail link, realized it wasn't in the proper queue and moved it to another.

So it landed in the other queue in the closed state and thus just "vanished without a trace".

Is there a way to force tickets open when they're moved from queue to queue just to be on the safe side? Presumably in most cases if you're moving things from one queue to the other you want attention to the ticket in the receiving queue... at least that would be true in my case.

[crythias]

Ticket::Frontend::MoveType

Default value: Dropdown
Determines if the list of possible queues to move to ticket into should be displayed in a dropdown list or in a new window in the agent interface. If "New Window" is set you can add a move note to the ticket.

In here, you can get a popup window instead and choose options.

Ticket::EventModulePost###120-ForceOwnerResetOnMove
KeyContent

Resets and unlocks the owner of a ticket if it was moved to another queue

[KimmoJ]

That's awesome, thank you.

Mental note for myself: next time use the sysconfig search a little better before spamming the board. Appreciate the guidance though.