I have tried various combinations of public/private tickets and departments but so far haven't been able to make this work, so not sure if its possible. Here is there scenario... I need to be able to create Help Topics that are available only to users (not agents) that are in specific Organizations.Ex: Organization "Dealers" has access to submit ticket for "Dealer Return" this would be a form specific to returns issues specific to dealers. Is this possible?using OSTicket 1.10Thanks

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

Thanks blueyeguy I will give that a shot!

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.

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.

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