Tickets in Resolved Status automatically change to New Status when user comments

We use the Resolved status for completed Tickets with a setting for 48 hours to auto close, which is working great, unless the user comments. When a user comments on a Resolved but not yet Closed ticket the ticket Status changes back to New. 

Has anyone else experienced this?

I suspect we're missing a setting somewhere, but not sure.

Tags Resolved-Status Change-Status Automatic-Close
Asked by Will Tonkin on Mon 9/26/22 3:26 PM
Is the one labeled "Do not automatically update Completed Tickets" ? - Will Tonkin Mon 9/26/22 4:29 PM
If you want it to never reopen tickets under any circumstances, you'd want to use the setting "Never reopen or create new tickets ".

Then you can leave the Completed Ticket Options set to that "After X day(s), update completed tickets to the [status] status." setting. - Mark Sayers Mon 9/26/22 4:51 PM
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Answer (1)

This answer has been marked as the accepted answer
Mark Sayers Mon 9/26/22 4:19 PM

Hello Will,

There is a setting for this, yes, in your ticketing app's TDAdmin interface under the Settings section.

The specific settings are in the "Ticket Resolution/Closure Settings" portion of that Settings page.

Sincerely,
Mark Sayers
Sr Support Consultant, CS

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