Appreciate all input on this thread, specifically your detailed message @JosephWithCOR
For now, I've proposed to @johnny that we just change the flow of closing a ticket instead. Reusing the existing system status of "Autoclose" (renaming to "Resolved") we'll just have a process whereby a ticket has to first be resolved and is then closed. Whilst a ticket is in a Resolved state, it can be re-opened. After 72 hrs, it will move to a closed state and cannot be reopened (via cron). (TODO: Reporting needs to be adjusted to work off the resolved_at too).
I think this accomodates for closing issues accidently / too early, but prevents silly things like a year old ticket being reopened with an unrelated issue. Whilst I like the idea of a supervisor approval, we'd still have the outstanding request that users be able to reopen tickets.
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Fully appreciate we can't make everyone happy here (or ever!), but appreciate your input nonetheless.
This issue isn't really a personal preference of mine, but a limitation of how complicated we want to make ITFlow; our methodology has always been to keep things as simple as possible. You only need to look at the Bug tag on the forum to see how every new feature/function will eventually break something else. If you really wanted, you could probably use the API to re-open tickets (or just edit the database direct). ITFlow is open source which means that you can always fork it (or get someone on Fiverr) to adjust it to your specific needs (just don't expect support from us! 🙂).
