When customers open a ticket via mail, the ticket gets created, we answer, then the customer via mail again and so it goes for some time. At some point the ticket is closed, and the customer starts a totally new questions answering the ticket, instead of creating a new mail with a new subject, so a new ticket gets created.

It is impossible to tell customers to do that because they are to lazy to remember. So it would be great if you could create/split a new ticket from the last ticket answer. Maybe at the place with the red arrow in the picture i attached.

Go to Admin panel -> Manage -> Lists.
Click on Ticket Statuses.

You can either edit the default Closed item or add a new one.

To edit the existing Closed item, click on it.
Click the Items Properties tab.
Uncheck Allow tickets on this status to be reopened by end users.
Click Save.

This will prevent users from re-opening a ticket once it is "Closed".

To create a new status:
Click on Add New Item.
give it name (Value): for example we use "Closed-NoReOpen".
Click on Items Properties tab.
Select State of "Closed".
Uncheck Allow tickets on this status to be reopened by end users.
Populate the Description field if you want.
Click Save.

This gives you a second "closed" status which does not allow Users to reopen it. You can select this status when closing the ticket and the user will not be able to re-open the ticket.

We get a lot of "Thanks for the help" type of message from users after we close their ticket. So we created the second closed status of "Closed-NoReOpen" that when we receive one of those we can close the ticket to "Closed-NoReOpen" and then any further communications will create a new ticket.

This is awesome! Been working with osTicket for so long and still dont know all possibilities. Is this a rather new feature? We switched to 1.14 not so long ago.
Great software and thanks for the help.

It's been in the product for a while... long enough for me to forget the exact version that it was introduced in, but if I had to guess I would hazard since 1.9.x.

update:
I went and looked at this in one of my production sites and my Ticket Status list was last updated on 2015-02-18. So this would be late in the 1.8 tree (1.8.7) or early in the 1.9 tree (1.9.5).

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