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Closing and re-opening of tickets - Process

Posted: Friday, June 26, 2020 7:07:44 PM(UTC)
NWHiker

NWHiker

Member Original PosterPosts: 3
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Hi everyone,

Just curious how others deal with this issue. We have several ticket types that get closed very quickly. Password unlocks, report reprint requests, etc. We often close these tickets at resolution. However, then the person replies to the email to say, "Thanks" and the state is set back to Open.

Curious if anyone has any suggestions or solutions to prevent this from happening. I believe our current setting is any time an email comes in, it sets the state to Open. This is kind of annoying since we have to go back and reclosed about 20-30 tickets a day.

Thanks for your time
DamianoZ
#1DamianoZ Member Posts: 3  
posted: 6/30/2020 4:13:08 PM(UTC)
Right now you can't avoid the ticket re-opening, i just stopped tracking the SLA time when the ticket is In Progress.
This way if it's reopened you won't affect the team performance.
You can do that in Configuration --> Ticket Content --> Ticket states and untick the "Track as work" column.

As far as i know the "feature" is on the wishlist, the Helpdesk part is still under active development but the focus in the last months has been around the asset part.

Hope this helps.
NWHiker
#2NWHiker Member Original PosterPosts: 3  
posted: 6/30/2020 8:31:44 PM(UTC)
Thanks Damiano. Sadly, that is where I landed.
pryan67
#3pryan67 Member Posts: 84  
posted: 7/13/2020 11:24:13 PM(UTC)
Originally Posted by: NWHiker Go to Quoted Post
Thanks Damiano. Sadly, that is where I landed.


We set up a rule so that if the email includes "ticket closed" that LS would ignore it and not re-open the ticket. That way if we reply to a ticket with "This has been completed, ticket closed" and the user replies with "thanks", it ignores the email and the ticket remains closed.

Of course, if the user replies to an earlier email that doesn't have "ticket closed" in the body, then it will re-open the ticket.


It would be nice to have a "really closed" ticket type that would prevent re-opening except by an administrator, but that's been requested for years and hasn't materialized yet.
NWHiker
#4NWHiker Member Original PosterPosts: 3  
posted: 7/14/2020 3:42:56 PM(UTC)
What we ended up doing is just marking everything as "Confirm Resolution." We adjusted the all tickets view to not include the Confirm Resolution state, and we bulk close them at the end of the week. Brick wall

There is no easy way around it.
sbAYVdQu
#5sbAYVdQu Member Posts: 12  
posted: 7/23/2020 5:25:03 PM(UTC)
Originally Posted by: NWHiker Go to Quoted Post
What we ended up doing is just marking everything as "Confirm Resolution." We adjusted the all tickets view to not include the Confirm Resolution state, and we bulk close them at the end of the week. Brick wall

There is no easy way around it.


We do something similar, but have the ticket auto-close after a few days.

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