When I  resolve an issue, it goes to the Resolved state.  After three day it is set to the closed state.  This means, that in reported terms each ticket is "closed" twice.What I would like to see is that only when a ticket moves from an "Open" state to a closed state (Resolved, closed) that the closed count is increased.  The nummber of tickets created and tickets closed should be the same.  At the moment (in priciple) the closed count is twice the created count.What changes would I need to make to avoid this?

This doesn't appear to be a "Suggestion and Feedback".  Moving to "Troubleshooting and Problems".Please help us to help you by reading and following the posting guidelines located in this thread: Please read before requesting assistance.  The more information you give us the better we will be able to assist you. Thank you.Environment details?Version of osTicket?

Thanks!That my first guess, but then doubted myself ..

5 days later

What changes.. Stop marking them resolved? Just close them. You can set it so users can reopen if necessary.

Hi Grizly,Good practice when working with incident ticket is that when the support agent solves an issue, the ticket is placed for a short time in a "Resolved" state, before finally placing it in the "Closed" state.The reason for this, is that issue may have been solved, but only temporarily.  If the same issue returns, then the customer (I know I would), would argue that the issue hadn't actually been resolved and the case should be reopened.  By allowing a "Resolved" ticket to be reopened, all the previous troubleshooting and communications on the issue can be seen easily, and the same agent can keep working on the ticket.In terms of tracking KPIs of support agents, managers can see what issues are being reopened often, and if a particular agent might need  .. "retraining" if they are having a disproporationate level of reopended cases.If the customer doesn't re-open the case after a set a time, we can assume the issue to be completely resovled, and the ticket can be placed in a non-reopenable "Closed" state.This practice also stops the customer from re-using a ticket for many different issues.(It's also a pain in the ass when a customer replies "thank you!" to a resolved ticket and makes a mess of my nice clean metrics. ;-)  )Cheers,Alex

Yes, I agree this is something I need to look at myself too as it is affecting my view of stats etc and when looking at the closed queue.We do things backwards here in terms of the terminology however the idea is still the same in that after a certain period one of Grizly's plugins changes the state of our tickets so they cannot be re-opened.Personally I don't mind much if old tickets are re-opened however a bunch of people here wanted the new tickets automatically functionality to be in place so we did so.I'll try to get back to this thread if I ever work it out, perhaps there is something in the upcoming version with custom queues which will help.

14 days later
2 years later

I am also interested in the solution of this close ticket count issue

Anyone should help us in matter

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