Am I missing something, if a ticket is closed and the original submitter reopens the ticket it is unassigned and has to be re-assigned manually. using 1.10php 7

I haven't tested this... But let me answer by saying this:In 2012 Jane Doe opens a ticket.  Which gets updated and closed and resolved by Timothy Ticket.In 2013 Timothy Ticket gets laid off. In 2016 a series of unfortunate events occurs and Timothy Ticket shuffles off this mortal coil.In 2017 Jane Doe replies the old email and re-opens the ticket.Do you seriously want the ticket to be assigned to someone no longer with the company, and isn't alive?

let me answer back by saying1/19/2017 Jane Opens tickets1/19/2017 Timmy Ticket updates/closes ticket1/19/2017 Jane has one more question, reply, ticket gets reopened1/19/2017 Timmy Ticket doesnt know the ticket reopened 1/22/2017 Timmy Ticket gets a write up for ticket not being handled before SLA expired.YES I WANT THE TICKET REOPENED.If Timmy Ticket dies or leaves the company suddenly we will make sure to reassign his tickets.

The ticket will be reopened, that's not what you said the problem was.You clearly said that the ticket IS reopened, but NOT assigned.  I gave you a very solid reason why it probably shouldn't be assigned. I tested this on my server on the Agent side, and when I reopen a ticket it is still assigned.  I did not test your exact situation however which was when a User re-opens a ticket it is not assigned, but I do not see why it would be any different if the ticket was opened by a User reply.

sorry I left off the "AND REASSIGNED" I am not worried about a ticket from years prior getting reopened. Let me worry about my Business Rules. I also gave a VERY solid reason as to why I need it to remain assigned to the original assignee.

Except that I cannot reproduce "your issue".

I think you just need to have "Claim on Response" enabled.blank

reopen.JPG

Thanks blueyeguy I will give that a shot!

But that setting would not trigger anything if the User re-opened the ticket...

@[deleted], in our environment, if I have that checked and a user reopens a ticket, it retains the Agent assignment it has when it was closed. If that is unchecked and a user reopens a ticket, it does not retain the agent assignment it had when it was closed.

@[deleted] does it inform the user/assigned agent that it has been opened? 

@[deleted]The agent gets the email alert indicating that the user has appended a message to the ticket, and my templates include that message. The user does not get an email indicating that the ticket has been reopened, but we also do not use auto response to indicate to the user that the ticket was open when it is first created. Prior to upgrading to 1.10, there use to be 2 emails we would get indicating that a user had replied to a closed ticket causing it to reopen. The first indicating that the ticket status had changed from closed to open, and a second indicating that the message had been appended to the ticket and that message. (I do not miss the second email indicating just that its status had changed from closed to open, and perhaps its a setting that I just haven't gone looking for yet that we could turn back on if we really wanted it)

@[deleted] So far having that checked seems to have solved the issue! THANKS!!!Madapple

2 months later

Hi @[deleted], I tried the settings that you suggested, but when I tried to reopen by replying on the ticket via email, the last respondent automatically claimed the ticket and assigned the ticket to him. Are there any other settings that I miss?

@[deleted]013 Please do not hijack other peoples threads.  Maybe you should start your own thread?

Write a Reply...