Hi, I keep getting tickets with :Status changed SYSTEMStatus changed from Resolved to Open by SYSTEMReopenedWhy is the system reopening Resolved tickets?Regards,Johnny B
A ticket is reopened if the user responds to it after its closed.If you upgrade you can go to Admin panel -> Manage -> Lists -> Ticket Statuses -> click on closed and de-select "Allow tickets on this status to be reopened by end users". I don't think that this feature existed in 1.9.4 though. We have a second Closed Status called Close-NoReOpen for tickets we dont want re-opened.
ok thanks. So it is the customer responding that reopens the ticket.Sorry I did not realise that. it makes sense now. The message from "SYSTEM" is a little misleading. thanks