Tickets Rules for automatic ticket reopening

[richm]

Hi,

I would like to see a feature added to auto-close, such that you could configure a time period, after which a closed ticket can not be re-opened.

In order to have proper statistics on tickets that were not resolved correctly and subsequently the client wants to have them looked at again (re-work tickets), I would like a time limit on how long they can go and still re-open a closed ticket vs having to open a new ticket.

In our environment, this would likely be 72 hours, after which they would have to open a new ticket.

In conjunction with this, it would be nice to have a feature whereby they could click on a closed ticket and have a new ticket opened, referencing the old ticket &/or it's information.

Cheers,

Rich

[Siora]

nice idea..sounds complicating though.

[craigbrass]

Complicated but a nice feature. For software development companies for example, they could set it so that clients could reopen a ticket only for the period they support the custom development and then force them to open a new chargeable ticket if they need any more support.

[Jamie Edwards]

See: Reopen threshold: cannot reopen tickets after certain time