Tickets Reopen threshold: cannot reopen tickets after certain time - Kayako

richm

It would be helpful (for SLA purposes) if you could configure a threshold after which a closed ticket that the client wishes to re_open, would actually become a new ticket rather than re-opening the old ticket.

If ticket = closed for > X days and client wants to re-open, create a new ticket, and copy the old ticket information, as well as a backwards link to the old ticket # (and a forward link to the new ticket in the old) into a new ticket.

This way you could keep clients from opening weeks or months old tickets, that are really "new" issues and screwing up sla statistics.

Regards,

Rich

Siora · 31-05-2007, 11:26 PM

I agree, this would be a helpful feature.

fb66kayako · **i agree -** 09-07-2007, 11:05 AM

count me too!

Brendan.main · 23-07-2007, 07:48 AM

This would be very handy. Good request

limbo · 25-07-2007, 12:14 AM

Yep - this would be very useful for us. We have users who reply to an old ticket with a new topic a month later!

Solvent LLC · 29-07-2007, 05:23 AM

good god please implement this already.... seems like everyone needs this, myself included

craigbrass · 29-07-2007, 09:34 AM

Just noticed this, yes, it would be a cool feature.

Corbets · 11-09-2007, 10:37 AM

Agreed! We need the ability to lock closed tickets so that they can't be re-opened.

bmartindcs · 14-10-2007, 11:51 PM

Im for this too, very good idea

Matthew · 24-10-2007, 07:09 PM

Yes, indeedy! This needs to be in there! We should have the ability to turn off the re-opening of tickets completely (somebody posted a fix somewhere), or better still, when 'x' days are exceeded.

Carl Silver · 06-12-2007, 04:00 PM

this would be a nice feature

remsys · 31-03-2008, 04:38 PM

it`s being an year since topicstarter requested this

craigbrass · 31-03-2008, 05:15 PM

Some features have been sitting for 2+ years. Just because one is posted, doesn't mean it will get implemented right away.

It is currently under consideration for V3.

ecornet · 31-03-2008, 05:34 PM

are we not in version 3?

craigbrass · 31-03-2008, 06:29 PM

Yes, but it is "under consideration".

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Siora Offline Member Posts: 1,283 Join Date: Apr 2007 Location: Toronto Canada	31-05-2007, 11:26 PM I agree, this would be a helpful feature. Siora Solutions Inc. www.sioraIT.com

fb66kayako Offline New Member Posts: 3 Join Date: Jun 2007	i agree - 09-07-2007, 11:05 AM count me too!

Brendan.main Offline New Member Posts: 17 Join Date: Feb 2007	23-07-2007, 07:48 AM This would be very handy. Good request

limbo Offline New Member Posts: 22 Join Date: Jun 2005	25-07-2007, 12:14 AM Yep - this would be very useful for us. We have users who reply to an old ticket with a new topic a month later!

Solvent LLC Offline Member Posts: 59 Join Date: Jul 2007	29-07-2007, 05:23 AM good god please implement this already.... seems like everyone needs this, myself included

craigbrass Offline Senior Member Posts: 5,936 Join Date: Jun 2005 Location: Cumbria, UK	29-07-2007, 09:34 AM Just noticed this, yes, it would be a cool feature. Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

Corbets Offline Member Posts: 47 Join Date: Aug 2007	11-09-2007, 10:37 AM Agreed! We need the ability to lock closed tickets so that they can't be re-opened.

bmartindcs Offline New Member Posts: 22 Join Date: Oct 2007	14-10-2007, 11:51 PM Im for this too, very good idea

Matthew Offline Member Posts: 197 Join Date: Oct 2007 Location: Jakarta, Indonesia	24-10-2007, 07:09 PM Yes, indeedy! This needs to be in there! We should have the ability to turn off the re-opening of tickets completely (somebody posted a fix somewhere), or better still, when 'x' days are exceeded.

Carl Silver Offline Member Posts: 86 Join Date: May 2007 Location: UK	06-12-2007, 04:00 PM this would be a nice feature █ Leapfrog AVIT Ltd - http://hosting.leapfrogavit.com █ Shared Linux Hosting, Virtual Servers(NEW!), Dedicated Servers(NEW!), Domain Registration █ UK Based Servers, cPanel 11, 99.9% Uptime Guarentee, Big Enough To Cope - Small Enough To Care! █ MSN: carl.silver[AT]leapfrogavit[DOT]com

remsys Offline New Member Posts: 11 Join Date: Jul 2005	31-03-2008, 04:38 PM it`s being an year since topicstarter requested this www.remsys.net - server management solutions

craigbrass Offline Senior Member Posts: 5,936 Join Date: Jun 2005 Location: Cumbria, UK	31-03-2008, 05:15 PM Some features have been sitting for 2+ years. Just because one is posted, doesn't mean it will get implemented right away. It is currently under consideration for V3. Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

ecornet Offline Member Posts: 159 Join Date: Feb 2008	31-03-2008, 05:34 PM are we not in version 3? VoiceWay IP Telephony for Business and Residential

craigbrass Offline Senior Member Posts: 5,936 Join Date: Jun 2005 Location: Cumbria, UK	31-03-2008, 06:29 PM Yes, but it is "under consideration". Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger