Solved

Customers keep re-opening tickets

My customers are still getting used to the system - as I am - but..


Some users are replying to a previous message to ask a new question. This re-opens the ticket.


The trouble is that I am using time-tracking and at the end of the week I want to produce a timesheet that I then use to bill them. If the user reopens the ticket I'm not sure how I can distinguish which time has been billed and which is new (in the new week).


Can I set tickets so that any reply causes a new ticket to be created if the ticket is closed? How do others handle this?


Simon


Best Answer



Hi Simon


Maybe you can create an Observer rule that says, if NOTE is ADDED - PUBLIC + EVENT IS PERFORMED by REQUESTER + STATUS is CLOSED  - Set Action as - Set Status as CLOSED + Maybe some email to Customer saying, Open a New EMail or something.


Screenshot attached.


regards
Vijay



Bump. Anybody able to answer this for me?

Answer



Hi Simon


Maybe you can create an Observer rule that says, if NOTE is ADDED - PUBLIC + EVENT IS PERFORMED by REQUESTER + STATUS is CLOSED  - Set Action as - Set Status as CLOSED + Maybe some email to Customer saying, Open a New EMail or something.


Screenshot attached.


regards
Vijay