Currently we do have the setting for Re-Opening tickets that were closed or resolved if the requester replies, thats fine.
Is there a way to make it conditional such that, if the ticket closing date is greater than say 15 days, it creates a new ticket instead of re-opening the old?
I have seen requests similar to this, it would do a few things but mostly its for people that just reply to an old ticket because they are too lazy to type in the helpdesk email
Thanks for hints.
Yes that should be possible. Not sure if the closing timestamp is available as a placeholder but you can use the function diffindays. If this function returns >=15 you can execute different branches of a workflow using an if function around diffindays.
If the placeholder is not available you need to save the closing time in a custom field when the ticket gets resolved/closed so that you can compare closing time vs current time when customer is responding.
Hope that helps. If you need help building the expression feel free to ask.
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.
