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Question

Automation to reopen Ticket but not merged tickets

  • 2 January 2024
  • 2 replies
  • 48 views
A
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Hey all!!


So currently our company just started using FreshService. We do NOT currently allow users to use the portal and tickets are created via email to our support email.

The default auto reopen ticket automation does not work with this setup. I did find a setup that somewhat works and that if a ticket is Updated then it reopens the ticket if the status is closed but this causes some issues when we merge tickets it will auto reopen the merged ticket that auto closes on merge.

 

Any help would be great!!

2 replies

Daniel Söderlund
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Userlevel 7
Badge +13

Hello, 

If you set the update only by requester it would prevent when a agent merges a ticket?

In most cases you don’t want ticket that is closed to be reopen, only when it’s in resolve status. 

Solution consultant @ synerity.eu, A new error is always a sign of progress!
zachary.king
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Userlevel 7
Badge +16

Hello @ashurj to solve this we handle the re-opening of tickets through workflow automators. In the automation we check to make sure that the ticket’s “Last Interaction” does not contain a specific string of text that is added to the secondary ticket of a merge, “This ticket is closed and merged into ticket”...

By doing this it will only re-open the tickets we want it to. Hope this helps!

- Zach / ITSM Solutions Engineer

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