Impact of Ticket Status "Do Not Reopen" checkbox?

In a ticket status, with 11.4 there was a "Do Not Reopen" feature added, which has this guide text: "Selecting this exempts tickets in this status from automatically updating based on the "Reopening Completed/Cancelled Ticket Options" or the "Completed Ticket Options" in the ticket application settings."

While I thought this made sense to me, it seems that this goes beyond "Do Not Reopen", and also prevents a new ticket from being generated (i.e. what would happen following the "Reopen tickets within X day(s) of completion/cancellation; create new tickets afterwards" rule). Is that accurate, or is there a setting that still allows for a new ticket to be generated?

We have our application configured to reopen tickets within 7 days of completion/cancellation, and create new tickets afterwards. We also have it configured to automatically update tickets, 7 days after completion, to the Closed status, and we train our staff to set most tickets to Resolved when they believe it's been completed. We also have the Closed status configured with the Do Not Reopen setting.

So generally, someone addresses the ticket, sets it to Resolved, where it stays for 7 days and the requestor can respond and reopen if necessary. After 7 days it moves to Closed status and can no longer be reopened. However, we had thought this would still allow a new ticket to be generated if someone does respond after it moves to Closed status.

We set it up this way to allow for our staff, when necessary, to set a ticket directly to Closed status (when it's already confirmed whatever the ticket was for has been addressed) and not allow the ticket to be reopened without having to wait 7 days (but again with the intent of responses still opening a new ticket).

Asked by Anthony Marino on Thu 6/16/22 2:40 PM
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Answer (1)

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Mark Sayers Thu 6/16/22 5:03 PM

Hello Anthony,

I'll have to check to see if that setting prohibits new tickets from being generated specifically, because if it does, then we likely need to modify the help text of the setting to indicate that being the case. A separate enhancement would then need to be logged to ask for an additional setting or modification of the existing setting to still allow new tickets to be generated when a ticket with that status (which has been configured not to reopen) receives a response per those settings.

I would wonder though why the "Do not reopen" setting is needed on the Closed status in this scenario because you already are limiting the reopening of the ticket to 7 days and aren't using the Closed status until after 7 days has passed. Why not (if "Closed" is a status that needs to be set not to reopen for other purposes) create a new status like "Resolved and Closed" that you can leave without that Do Not Reopen setting being active so the generation of new tickets *does* operate as desired?

Sincerely,
Mark Sayers
Sr Support Consultant, CS

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Hi Mark,

Thanks for looking into this. Regarding why we use the Do Not Reopen setting on Closed status, it's to account for that second scenario I described:

We set it up this way to allow for our staff, when necessary, to set a ticket directly to Closed status (when it's already confirmed whatever the ticket was for has been addressed) and not allow the ticket to be reopened without having to wait 7 days (but again with the intent of responses still opening a new ticket). For example when dealing with a support phone call and we've confirmed with the client on the phone that everything is working, we'd ideally want to set it to Closed right away to avoid the ticket getting reopened, but if the client does end up replying back, we'd still want it to generate a new ticket (otherwise it just gets lost in the Closed ticket).

Thanks,

Anthony - Anthony Marino Thu 6/16/22 5:37 PM
Sure totally understand that scenario being the case.

In that case it sounds like you still want some change to be affected in the system either way to allow a new ticket to be generated based on your configured Reopening Completed/Cancelled Ticket Options when a Closed ticket has been responded to.

I was more wondering if there was ever a scenario where you *for sure* did not want a ticket to be either opened or cause a new ticket to spawn, and in that instance my recommendation might be useful. But I'll have to ask Engineering if this is the current desired vs. expected behavior. - Mark Sayers Thu 6/16/22 6:39 PM
I double checked with our product team and that "Do Not Reopen" setting *should not* be blocking the creation of a new ticket in this scenario. If it is, I'd like you to submit a Support ticket showing some details (screen shots) that demonstrate where a comment came in after the 7 day closure period and did not generate a new ticket per your settings.

Show the settings for the app, the setting for the status of Do Not Reopen, show the ticket with its history ( that might be best in a print to PDF file including the Feed portion), and the comment that came in later and did not produce a new ticket. - Mark Sayers Fri 6/17/22 9:48 AM