Ask the Community
Groups
BMS : How do we re-open closed ticket when the ticket contact replies to it? - Connect IT Community | Kaseya
<main> <article class="userContent"> <p><strong>Question: </strong>How do we re-open closed ticket when the ticket contact replies to it?</p> <p><strong>Answer: </strong>When a ticket is marked completed, you can no longer edit it unless you reopen it. </p> <p>Re-opening a ticket can be done in two ways in the UI. </p> <p>1. Re-open manually -</p> <p>Navigate to Service Desk > Tickets, Open a completed ticket and hit re-open. </p> <p> </p> <p><img src="https://us.v-cdn.net/6032361/uploads/migrated/VF3MYOEMTD8D/mceclip0.png" alt="image" class="embedImage-img importedEmbed-img"></img></p> <p> </p> <p>2. Configure a workflow to do this for you. </p> <ul dir="auto" type="disc"><li type="disc"> <p dir="auto">Create a new <a rel="nofollow" href="/home/leaving?allowTrusted=1&target=http%3A%2F%2Fhelp.kaseya.com%2Fwebhelp%2FEN%2FBMS%2Findex.asp%2332599.htm">workflow</a> and use or customize the parameters as follows :</p> </li> <li type="disc"> <p dir="auto">Activity Added By: <strong>Anyone/Clients</strong></p> </li> <li type="disc"> <p dir="auto"><strong>Conditions tab</strong> - Status: "IN" - "Closed or Completed" ( The field used for closure in your Service desk settings)</p> </li> </ul><p dir="auto"><img src="/attachments/token/5gZwBP01jRBXbHL7CBoqNKafW/?name=WF+1.png" alt="https://kaseya.zendesk.com/attachments/token/5gZwBP01jRBXbHL7CBoqNKafW/?name=WF+1.png" class="embedImage-img importedEmbed-img"></img></p> <ul dir="auto" type="disc"><li type="disc"> <p dir="auto"><strong>Updates tab -</strong> Change status to <strong>Open</strong> or whatever status you would like the re-opened the ticket to use.</p> </li> <li type="disc"> <p dir="auto"><strong>Notification</strong> - You can specify what queues or who will be receiving this re-open notification via Notifications tab.</p> </li> </ul><p dir="auto"> </p> </article> </main>