Is there a way to stop completed items from re-opening?

David Registro shared this question 2 years ago
Answered

We have tickets that are completed for months, and then the client decides to respond to the email chain which re-opens the tickets, and throws our stats out of whack.


Is there a way to stop tickets older than a certain period from being re-opened?


Thanks

Comments (4)

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Hello, David,

I guess the tickets are reopened automatically. Please check if the trigger "Reopen on Comment" is activated in your system. So you could deactivate it.

Look forward to hear from you.

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Hello, David,

we improved automation rules in order not to reopen old tickets.

We added new condition "Object: Latest Activity" for "Comment is Created" event. Now your trigger "Reopen Ticket On Comment" could be built as shown in the screenshot attached.

It means that if user responds within the ticket with more than one month's activity, it won't be reopened.

The improvement will be available in the next release.

Please let us know if you need more clarification.

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Looks good, thanks Liza.

I guess if the rule is triggered it can be told to create a new ticket.

Also, which release is that coming in? Thanks

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Hello, David,

it's better to upgrade to 4.7.1 release.

But once the reply came in within the ticket with more than one month's activity e.g., it won't be reopened. It means a new ticket won't be created, the reply just wouldn't open completed ticket.

In case this reply would be related to new issue, you could move this comment to new ticket manually.

Kind regards

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ahh... hmm that won't work for us either. We would need to make sure all responses are actioned, just can't have it open an old ticket.

I'll play around with that release and see if I can find a workaround, if not I'll raise an idea. Thx

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Hi, David,

but if the response won't be related to new issue, just "Thanks" to your team, why this response should be submitted as a new ticket?

Once you receive user's reply that wouldn't open an old ticket, you would be notified in the system and via email (if notifications channels are switched on) and could decide whether to perform any actions within the ticket or not.

Kind regards

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Hi Liza,

We live of the status of tickets.. so we don't usually see anything unless it shows as 'in progress'.

In many cases clients just use an older email chain to raise a new issue, so we then have to manually move it to a new ticket. Or maybe they don't talk to use for many months, and things have changed so again we want to move it to a new ticket, but the client finds it a bit confusing when we manually move it, so was hoping it just happens automatically.

I'll have a look at the triggers and see what other options we have available, then can raise a new request if need be.


Thanks,

David

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Hi Liza I tried setting this up but it's not working for me.

See rules below:

0b5fcf139670238d12019aee23030fc9

c9cc5049c4b7f202b19860e6d4458a79

I'm able to comment on the ticket and re-open also.


Am I missing something?


Thanks,

David

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Hello, David,

please remove Comment: Body condition in the trigger and it should work.

You should keep in mind that custom email notification will be sent only if user leaves a comment via email.

Please let us know if it works for you.

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Thanks Liza,

I removed the condition, and completed the ticket.

Though the user can still choose re-open, or if they comment , the ticket re-opens automatically.


Is there something else I've configured incorrectly?3612013b4a519eef567ec490fd858fdb


Thanks,

David

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Hi, David,

your purpose mentioned in the question above is to stop tickets older than a certain period from being re-opened.

As I mentioned in one of my previous comments, we improved automation rules in order not to reopen old tickets.

Once you upgrade to the latest version, you can use new condition "Object: Latest Activity" for "Comment is Created" event.

So you could edit the trigger which reopens tickets on comments in the way as shown in the screenshot attached.

It means that if user replies in the ticket which is not active for more than a month, the status won't be changed to "In Progress", it would stay as "Completed".

Please let me know if it's clear.

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Yeah I've added the the additional more than 2 weeks, so that if it was completed , within 2 weeks a person can comment, though after it will not re-open.

Unfortunately I need to wait 2 weeks to test this.

..however if I don't add the latest activity condition, why cannot I stop them from re-opening?

So if something was closed, I can make sure it cannot be re-opened? taking the time component away.

Thanks

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Hi, David,

if you want to test Object: Latest Activity condition, you don't have to wait for 2 weeks for example, just edit dates of comment's creation in your DB for test ticket and reply in the ticket as a user via email. So you could check how the trigger works.

I checked it again in our environment and it works as expected.

Could you please provide me the screenshot of your trigger? As for "Reopen on Comment" trigger you need to add "less than" condition and define the ticket's activity period when it becomes opened on new comment. If the activity is more than 14 days ago, so the trigger won't change status to opened, it stays completed.

If you don't want to reopen tickets and stay them completed, so it's better to deactivate the trigger.

Please let me know if everything is clear.

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