Feature Request - Reopen Tickets

wrongecho

Hahahaha that's the one 😂

alphaTECH

Thanks for implementing reopening tickets, I really appreciate the flexibility.

I can't find the option to re-open a ticket I've accidentally closed earlier, does this new feature only apply to tickets created after the update has been applied?

wrongecho

alphaTECH

Thanks for working with us 🙂

Tickets will go into a Resolved state and then into Closed afterwards. If a ticket is already in Closed (prior to this update, or after being Resolved) it then can't be reopened.

What is your git commit version on the update page?

alphaTECH

wrongecho Fully updated.

I just re-read your suggestion above regarding how you would like to see it implemented (resolved then closed after 72 hours) and I see now that's how it's been worked in. That would explain why the ticket I closed accidentally prior to this update can't be re-opened. No biggie really, I appreciate the stopgap. It would be nice to have the option to increase or decrease that 72 hours to whatever the business would prefer, personally I like a full week as that 72 hours doesn't stop counting down, especially over Saturday and Sunday.

wrongecho

alphaTECH

Yeah a4a110f is the current latest commit. I just wanted to check your updates were working 🙂

The 72-hour close timer is configurable, head over to Admin Settings > Ticket > Autoclose timer

Note: This isn't an exact value. When cron runs at 2 AM, it checks if that amount of time has passed and closes the ticket if it has. So you could be out by a day or so depending on how the timing falls (e.g. if the ticket was resolved 70 hrs ago as cron runs, it won't actually get closed until the next run the following day).

« Previous Page