Hi all,
The web service that we create reopens the ticket only when they are in the Resolved state. When no work detail is added the process flow status bar goes to the Investigation and Diagnosis phase, but when work detail or an attachment are added, the process flow status is being left in a Resolved state. Regards, Natalia De: Action Request System discussion list(ARSList) [mailto:[email protected]] En nombre de Joel D Sender Enviado el: miércoles, 18 de octubre de 2017 10:44 Para: [email protected] Asunto: Re: How can I change status in process flow status? ** Natalia, You might want to re-evaluate the requirement. Re-opening a Closed ticket destroys audit data. For example, ‘Time To Resolve’ will have two different values, but only one will be preserved for reporting. The Best Practice is to open a RELATED ticket that references the one you’re trying to re-open. The reason to re-open a ticket may not be valid after an initial investigation; i.e. was it not resolved or did the same problem occur again? In either case, a separate ticket should track ‘why it was mistakenly closed’ or a repetitive occurrence that could point to a broader Root Cause. HTH, Joel Joel Sender * [email protected] <mailto:[email protected]> From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Natalia Cuesta Sent: Wednesday, October 18, 2017 6:51 AM To: [email protected] <mailto:[email protected]> Subject: How can I change status in process flow status? ** Hi experts, Your help please, we have a web service to reopen incidents tickets in Remedy 8.1.02, when these are reopened change to Assigned, but in the process flow status bar appear like Resolved. Best regards, Natalia Cuesta _ARSlist: "Where the Answers Are" and have been for 20 years_ <https://www.avast.com/sig-email?utm_medium=email&utm_source=link&utm_campaign=sig-email&utm_content=emailclient&utm_term=icon> Virus-free. <https://www.avast.com/sig-email?utm_medium=email&utm_source=link&utm_campaign=sig-email&utm_content=emailclient&utm_term=link> www.avast.com _ARSlist: "Where the Answers Are" and have been for 20 years_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
