Reopening a closed ticket does not start the solution timer

[kelyne]

Hi,

We are allowing customers to reopen closed tickets. When a ticket is reopened it does not start the solution time. It only seems to start the update timer again. Is it possible for the solution timer to also restart?

Thanks,
Keith

[jojo]

no

[kelyne]

I don't understand the logic of that, why allow reopening of tickets if the behaviour of the system totally changes for these tickets.

Do you know if this functionality be available in OTRS 3.2?

Thanks,
Keith

[jojo]

You can prevent reopening if needed. There will be no change on escalations in 3.2