Follow

How To Re-open Closed Tickets in 6.3 / SD 1.4

QUESTION

How do we re-open Closed Tickets in 6.3 / SD 1.4?

 

ANSWER

6.3/SD1.4 brings a change from 6.2/SD 1.3 regarding tickets that go into a closed state. In 6.2/SD 1.3, when a ticket was closed, you could still edit it and change the status/stage to a previous one without any issues.

This has now changed in 6.3/SD 1.4. When the Status of a ticket is set to CLOSED, the ticket will enter into a hard closed stage - meaning that you can no longer edit it in any way. 

 

There are two ways that a ticket can be re-opened:

1. Manually

2. Via email by a ticket reply

 

MANUALLY

The easiest way to re-open a closed ticket is manually. To do this, go to service desk tab > Tickets page, select the ticket and on the top menu click "Ticket" > "Re-Open" ticket. Please be aware that when a ticket is re-opened it will go through the initial stage entry procedure as if the ticket was just created. It will not be kicked back to its previous stage/status/assignee. This is by design and there is no way to change this behavior. The process is the following:

- Ticket is Re-opened

- It runs through the initial stage entry procedure

- It runs through the Ticket Change procedure

 

 

VIA EMAIL BY TICKET REPLY

 Many customers would like tickets that are closed to be automatically re-opened if a customer replies back to it via email. You must have the following in your ticket mapping procedure so that a ticket may re-open correctly when a reply is sent to it:

 

1. Service Desk tab > Ticket Mapping procedure

   

 

Again, please be aware that when a ticket is re-opened, it will go through the initial stage entry procedure as if the ticket was just created. It will not be kicked back to its previous stage/status/assignee. This is by design and there is no way to change this behavior. The process is the following:


- Ticket is Re-opened
- It runs through the initial stage entry procedure
- It runs through the Ticket Change procedure

 

 WORKAROUND 

A work around that can be used to set the status/stage/assignee back to how it was (if this does NOT provide the workflow you are looking for, it would be considered a feature request):

1. Create a custom field called, let's say, TicketReopened. It could be a list type with two values: 0 and 1 (set 0 as being the default if you would like)

2. In your Ticket Mapping procedure, you would say:

 If TicketIsClosed()

Re-OpenTicket()

Set CustomField TicketReopened to 1

 

3. Create a custom field called, lets say, CurrentStatus

4. Your Ticket Change procedure should include:

If CustomField TicketReopened does not contain 1

If Status has Changed

Set customfield CurrentStatus to [$Status$]

 

This way, the most recent status is held in the custom field called CurrentStatus

5. Create a custom field, lets say, CurrentStage

 6. Your ticket change procedure say:

If CustomField TicketReopened does not contain 1

If Stage has Changed

Set customfield CurrentStage to [$Stage$]

 This will then always keep the most current stage in the custom field

 

7. At the very end of your ticket change procedure (the following will at least need to be listed AFTER step #4 and #6) you will need to say:

If customfield TicketReopened contains 1

Set customfield TicketReopened to 0

This is to reset the value just in case the ticket is closed again

 

8. Your stage entry procedure should state:

If customfield TicketReopened contains 1

Set Status to [$CurrentStatus$]

Set Stage to [$CurrentStage$]

This will set the status and stage back to the previous one before the ticket was closed. This will only run if the TicketReopened field is set to 1, which only occurs when the ticket is reopened

You can then do the same as above for the Assignee field. You would just need to create a new custom field for assignee

 

 

APPLIES TO

Kaseya Service desk v1.4, VSA v6.3 only

Was this article helpful?
3 out of 3 found this helpful
Have more questions? Submit a request

0 Comments

Article is closed for comments.