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Cannot reply to closed ticket

  • July 16, 2021
  • 4 replies
  • 385 views
Frank-Sonder
Apprentice
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Is there a way to not make the requester reply to a closed ticket? And leave a message saying to open a new one instead when we close ticket?

Best answer by Grimsby90

Hi Frank

 

We have a similar setup to mfiss however rather than emailing the requester we create a follow up ticket using API. The event triggers and conditions are all the same but instead we have use a “Web request “ to GET’s all the ticket information of the original ticket and then use the Parser Node to reference things like Department ID/ Group ID etc so the “Trigger Webhook” will create a follow up ticket that contains all the necessary information straight from the off (including the {{ticket.last_public_comment}}).

 

We also include in the original ticket description {{ticket.description}} and a reference to back to the original ticket ID via a URL {{ticket.url}}.

 

Additionally to this we have a Business rule which disables the Closed field within a ticket when a ticket status equals Closed.

 

Hope this helps.

      4 replies

      zachary.king
      Top Contributor ⭐
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      • zachary.kingTop Contributor ⭐
      • Top Contributor ⭐
      • July 26, 2021

      Hello @Frank-Sonder , one way we made this work was to remove the button “Close Ticket” from the support portal so that the requester can not click it and close tickets.

       

      Hope this helps,

      Zach

      - Zach / ITOps Supervisor - ITSM
        Frank-Sonder
        Apprentice
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        • Frank-Sonder
        • Author
        • Apprentice
        • August 11, 2021

        I don’t mind requester closing tickets or my team closing it. It’s just when it’s closed it’s closed, I don’t want anybody to reply back to it. Is there a way to do that?

        mfiss
        Contributor
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        • mfiss
        • Contributor
        • August 16, 2021

        We have a workflow automator setup so that when a requester replies to a closed ticket it sends them an email that the ticket is closed.

         

        event:

        • reply is sent
        • note added is of this type: any
        • performed by: requester

        condition:

        • status is closed

        action:

        • send email to requester

         

          G
          Community Debut
          • Grimsby90
          • Community Debut
          • Answer
          • November 23, 2021

          Hi Frank

           

          We have a similar setup to mfiss however rather than emailing the requester we create a follow up ticket using API. The event triggers and conditions are all the same but instead we have use a “Web request “ to GET’s all the ticket information of the original ticket and then use the Parser Node to reference things like Department ID/ Group ID etc so the “Trigger Webhook” will create a follow up ticket that contains all the necessary information straight from the off (including the {{ticket.last_public_comment}}).

           

          We also include in the original ticket description {{ticket.description}} and a reference to back to the original ticket ID via a URL {{ticket.url}}.

           

          Additionally to this we have a Business rule which disables the Closed field within a ticket when a ticket status equals Closed.

           

          Hope this helps.

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