Buenas tardes, por favor ayúdenme a configurar el Buenas tardes, por favor ayúdenme a configurar el osticket V1.1.15.Cuando el agente cierra el ticket el sistema no le da opción para re abrirlo, lo más seguro es que al momento de estar configurando moví algo sin querer.Gracias por el apoyo.Jimmy TitoCuando el agente cierra el ticket el sistema no le da opción para re abrirlo, lo más seguro es que al momento de estar configurando moví algo sin querer.Gracias por el apoyo.Jimmy Tito
Google Translate:Good afternoon, please help me to configure the Good afternoon, please help me to configure osticket V1.1.15.When the agent closes the ticket, the system does not give you the option to re-open it, it is more likely that when I'm setting up I moved something without wanting to.Thanks for the support.Jimmy TitoWhen the agent closes the ticket, the system does not give you the option to re-open it, it is more likely that when I'm setting up I moved something without wanting to.Thanks for the support.Jimmy TitoLooking into this now.
Hello @[deleted],When a ticket is closed and the Agent wants to re-open the ticket they can do one of two things:1.) View the ticket > click Change Status > click Open and the system will re-open the ticket.2.) View the ticket > type a Reply > choose Open from the Status dropdown below the text box > post the reply and the system will send the User the Agent's response and re-open the ticket.Option 1:
Option 2:
@KevinTheJedi Gracias por responder, pero a lo que yo me refería era cuando el agente cierra el ticket y el usuario quiere re abrirlo no puede pues le sale el mensaje "El estatus actual de ticket (Cerrado) no habilita al usuario final para responder."Lo que quisiera es que el usuario pueda re abrirlo, gracias.Saludos
In the admin panel,
Select Manage -> Lists
Select "Statuses"
Select "Closed"
Select tab "Item Properties"
Check the box marked "Allow Reopen:
Allow tickets on this status to be reopened by end users"
Save.
That should work mate.
@[deleted]Muchas gracias por la respuesta, sí me ayudo.
¡Todo buen compañero, tenga una buena!Well, that was supposed to be: You're welcome mate, have a good one. However Google translate seems to suggest it didn't translate it to that. funtimes. :-)
Is it possible to send a email to agents when a user reopened a ticket by posting a reply?
I am an agent and I receive an email when a user post a coment, but I do not realize if it is a simple coment on a opened ticket or if it is a coment that is reopening a ticket.
For me is so important to have a different notification when a ticket has been reopened.
Default behavior is that if a ticket is closed and receives a response it will re-open the ticket if it is closed. So treat every response as if the ticket is open... because it is. Unless you changed it to not allow re-open (but then you wouldn't be asking what your asking).
