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Re-Open Closed Tickets

Is it possible for ticket submitter to re-open tickets once they have been closed? I was trying to test by emailing comments to closed tickets and adding comments online to closed tickets. Unfortunately, they were remaining closed for me.
Asked 13 years ago 4226 views
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Answers (3)

Posted by: GillySpy 13 years ago
7th Degree Black Belt
0
What version are you on? In recent versions there are system ticket rules in each queue that can be enabled called "CustomerResponded" and "Reopen Ticket" that may combine to do what you want.
Posted by: kbnetadmin 13 years ago
Orange Belt
0
My users re-open tickets by responding in emails so I agree that there are permission issues going on.
Posted by: young020 13 years ago
Black Belt
0
"CustomerResponded" rule took care of it. Somehow I overlooked that one.

thank you
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