"...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. .."
Well, when set to resolved, a timer initiates that will cause the system to automatically close the ticket after a number of days that you can configure (5, 10, 15, whatever # of days). In the meantime, the customer is sent a notification that the ticket is resolved and they should confirm the resolution. You can even add to the notification that the ticket will auto-close in "x" days to *remind* the customer. If they DO contact you within the time period and say the problem persists, then you can re-open from "resolved" (as it hasn't auto-closed yet). If they do not recontact you within the time period, the system automatically closes the ticket and you don't have "resolved" tickets sitting around forever. If they contact you after the resolved time limit expired and the ticket was auto-closed, then they *truly* need to open a new ticket. This should not be an issue as the new ticket can be related to the original and/or even *created* from the original. All of the above is available "OUT OF THE BOX" without any Dev-Studio/Development customization required, in the current version of Remedy ITSM. The alternative is that you have tickets sitting around in a resolved state potentially forever, forgotten and buried waaaay down in the results lists of years gone by. Besides, if there are more than "x" days between occurrences with no issues in between, is it truly the same incident or a (wholly separate, or recurring, or related) incident? Maybe it is, or maybe it isn't... I'm not sure of your situation... At some point, the business should be able to declare a ticket closed. Period. Fini. Done. I see no compelling business reason to re-open a "closed" ticket when you can leave them in "resolved" with ample opportunity for the customer to confirm and re-open within a *reasonable* amount of time. So, given all of the above, can you share the reason why your customer *must* be allowed to re-open a "closed" ticket? Thanks! -JDHood On Thu, Sep 11, 2014 at 11:41 AM, Omega LiPO <[email protected]> wrote: > ** > 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. > > ------------------------------ > From: Rick Westbrock <[email protected]> > Sent: 11/9/2014 23:30 > > To: [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 <[email protected]> > *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_ > _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"
