Closed tickets keep changing status

kipper3d · **Closed tickets keep changing status -** 19-04-2006, 02:56 AM

We just started using esupport 3 for production, and I have to say, I'm liking it more and more all the time!

There is one annoying feature... For some reason im finding closed tickets popping back to 'In Progress' status. Why is it doing that? Like they won't die.

Not all tickets do this, only ones that have had a due date on them. I figured since I have closed them they should be 'completed'. What am I missing?

version 3.00.32

Thanks!

***Varun Shoor*** · 19-04-2006, 04:37 AM

Hi John,
You sure its not set to In Progress as default under Template Group settings or under Admin CP > Settings > Tickets?

What does Audit Log show?

Regards,

Varun Shoor

kipper3d · 19-04-2006, 12:37 PM

-----------------
SLA Plan Set To: High urgency 18 Apr 2006 08:51 PM 9h43m2s System
Setting Due Time To: 19 Apr 2006 12:51 AM 18 Apr 2006 08:51 PM 9h43m2s System
Ticket Escalated under Rule: OverDue 19 Apr 2006 06:34 AM 2s Escalation
SLA Plan Set To: High urgency 19 Apr 2006 06:34 AM 2s System
Setting Due Time To: 19 Apr 2006 10:34 AM 19 Apr 2006 06:34 AM 2s System
-----------------

Ok I have it set to go to 'In Progress' when I reply. And I have SLA plan to escalate if the ticket hasn't been responded in certain period of time.

However, If the ticket is closed - it should ignore those rules right? Ticket in closed means its done. At least what i thought.

kipper3d · 19-04-2006, 10:29 PM

Default ticket status is Open, and In Progress when we reply.

I don't see anything in the settings that are for taking closed tickets and re-opening them.

dlc · 21-10-2006, 09:11 PM

I think you need to remove "Closed" from the Tickets » Service Level Agreements » Edit >> Filter by Ticket Status selections.

Racked Hosting · 21-10-2006, 11:22 PM

Ok, this happened to us as well. My SLAs are 24hour for all department. There's a department which takes in paypal payment receipts for logging purposes. We just close those tickets.

Now, I created an escalation rule the other day stating that the ticket be escalated to me, etc. And when the rule was executed, I got like thousands of notifications by email (of all the closed paypal tickets as they were overdue).

I think that's the problem kipper3d is facing. May be we could have the due date removed when a ticket gets closed.

sureshkumar.mr · 22-10-2006, 03:13 PM

Login as Admin, Go to Tickets > Settings > Auto Close Settings and check the values you have set.

Even I faced the same problem once, I think this happens whenever we add status.

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kipper3d Offline Member Posts: 47 Join Date: Jun 2003	19-04-2006, 10:29 PM Default ticket status is Open, and In Progress when we reply. I don't see anything in the settings that are for taking closed tickets and re-opening them. John Java\|Pipe

dlc Offline New Member Posts: 3 Join Date: Oct 2006	21-10-2006, 09:11 PM I think you need to remove "Closed" from the Tickets » Service Level Agreements » Edit >> Filter by Ticket Status selections.

sureshkumar.mr Offline Member Posts: 149 Join Date: May 2006	22-10-2006, 03:13 PM Login as Admin, Go to Tickets > Settings > Auto Close Settings and check the values you have set. Even I faced the same problem once, I think this happens whenever we add status.