Agreed, resolved:yes, closed:no. But... My client workflow, don't have resolved status.
Thus, thinking to have a super button called "reborn" to allow super-admin to rollback , only the status, to 1-step before closed status, likely pending or wip. I knew it is "evil", but... Any good suggestion, except open a new ticket. Many thanks, and sorry for shifting the original question. -----Original Message----- From: "Rick Westbrock" <[email protected]> Sent: 11/9/2014 23:30 To: "[email protected]" <[email protected]> Subject: Re: Resolved Tickets ** I believe that you must open a new ticket and related it to the closed ticket. That helps build a history and provides impetus to possibly create a Problem record. I assume that you plan on re-opening the ticket by exporting to an ARX file, massaging the data and importing back into the system but I can’t tell you what side-effects that might cause. -Rick From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Omega LiPO Sent: Thursday, September 11, 2014 8:02 AM To: [email protected] Subject: Re: Resolved Tickets ** What-if re-open a closed ticket insisted by customer as the symbol re-occurred. A bit of from the headline. Any suggested on rollback the status. Or any gotcha? Please be advised, many thanks // Omega LiPO From: Rick Cook Sent: 11/9/2014 21:47 To: [email protected] Subject: Re: Resolved Tickets ** Yes. Rick Cook On Thu, Sep 11, 2014 at 6:36 AM, Roger Nall <[email protected]> wrote: ** For all of you working with ITSM Remedy, can a Resolved ticket be re-opened? Thanks, Roger A Nall _ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: "Where the Answers Are" and have been for 20 years_ _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"
