Created from ticket ######

Hi there,

I am seeing tickets that are being created from existing tickets with all the same deatils - carbon copy - when the requester of the original ticket replies to the original ticket. Both the original ticket is being updated with the reply and a new ticket is being created.

The beginning of the description of the new ticket is [Created from ticket ######]

What's happening here?

Thanks,

Damon

Tags ticket reply new existing created from
Asked by Damon Stennett on Wed 9/8/21 1:13 PM
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Answer (1)

This answer has been marked as the accepted answer
Mark Sayers Wed 9/8/21 1:15 PM

Hello David,

My guess is your ticketing application in question, in TDAdmin > Applications > [ticket app] > Settings, is configured to reopen tickets if they are responded to after a certain number of days. When that happens, it opens the ticket and indicates it was created from the original ticket with a note like you have indicated.

Can you check that app's settings in TDAdmin and confirm if this seems to be the case?

Sincerely,
Mark Sayers
Sr Support Consultant, CS

No feedback
Hi Mark,

This is indeed the case. I guess I wasn't expecting the original ticket to be updated when the condition is reached to create a new one. That means we have to process 2 tickets instead of one and the person responding to the original ticket has no indication in the ticket that a new one was made. I can see this causing unnecessary work and confusion for the user who might get replies from 2 different technicians on 2 different tickets.

Is there a way to prevent the old ticket from being updated/reopened when a new ticket is created?

Cheers,
Damon - Damon Stennett Wed 9/8/21 1:29 PM
Unfortunately no in this case. - Mark Sayers Wed 9/8/21 2:45 PM
It shouldn't reopen the old ticket if the configuration is to open a new ticket X days after closure and that amount of time *has* passed. It might append the comment (which opens a new ticket) to the old ticket, but I wouldn't think it should do that either. It would depend I guess on how you configured your ticketing application in this instance to deal with tickets that are closed and receive new responses. - Mark Sayers Tue 9/14/21 2:16 PM