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closed tickets should be reopend

PostPosted: Thu Jan 13, 2011 11:22 am
by k3nny

at the moment i have the following problem:

if someone sends a mail to a closed ticket, with the messageid and ticketnumber of the old ticket in the summery, this ticket will not be reopend. alloy creates a new one, so we have a duplicated ticket

is it possible to change this setting? if yes, where can i find it?

thanks for help.


Re: closed tickets should be reopend

PostPosted: Tue Jan 18, 2011 1:47 pm
by tccwrd
Nope. I asked this question myself. There's no option, but I'll add to this since I talked with support about it and they gave me a good explanation why.

If you allow closed tickets to be reopened forever, it's messy. You don't want to let users open tickets 3 months or 3 years from now. That'll screw up your metrics. Imagine your boss asking you why this ticket took 3 years (actually) to resolve? haha

I'd do what we do now. Resolve tickets, give a grace period for customers to say it's not fixed and then close them on a schedule.