[SOLVED] Not able to re-open a closed ticket

[jschlueter]

We have had technicians close a ticket and then the issue comes up again and we are not able to change the status of the ticket to open. Know of where this setting is to fix this issue? THanks

[jojo]

you have to use the Phone Call Option in the closed ticket to reopen it.

Typically a ticket will only needed to be reopenend because customer is complaining (via phone or via email, which will automatically reopen the ticket)

[jschlueter]

I must have disabled that then somewhere cause I dont have the "Phone Call" option anyway. Ideas where that might be? Thanks

[jojo]

it is a article Action, not a ticket action

[jschlueter]

I'm not sure what you mean by Article Action

[jojo]

TicketZoom.png

[jschlueter]

I see what your talking about...however we dont have those options. We only have Forward, bounce, print and reply. Is there any other way of re-opening a ticket rather than using those options?

[crythias]

generic agent.

[jojo]

do you have any ACLs ? do you have rw permissions on this ticket? did you look on a external article? is the ticket locked by another person?