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How To Re-open Closed Service Desk tickets - Connect IT Community | Kaseya
<main> <article class="userContent"> <p> </p> <p><strong>Question: </strong>How do we re-open Closed Tickets in the Kaseya Service Desk</p> <p> </p> <p><strong>Answer: </strong>When the Status of a ticket is set to CLOSED, the ticket will enter into a hard closed stage - meaning that you can no longer edit it in any way. </p> <p>There are two ways that a ticket can be re-opened:</p> <p>1. Manually</p> <p>2. Via email by a ticket reply</p> <p> </p> <p><strong>Manually:</strong></p> <p>The easiest way to re-open a closed ticket is manually. To do this, go to service desk tab > Tickets page, select the ticket and on the top menu click "Ticket" > "Re-Open" ticket. Please be aware that when a ticket is re-opened it will go through the initial stage entry procedure as if the ticket was just created. It will not be kicked back to its previous stage/status/assignee. This is by design and there is no way to change this behavior. The process is the following:</p> <p>- Ticket is Re-opened</p> <p>- It runs through the initial stage entry procedure</p> <p>- It runs through the Ticket Change procedure</p> <p> <a rel="nofollow" href="/home/leaving?allowTrusted=1&target=http%3A%2F%2Fcommunity.kaseya.com%2Fcfs-file.ashx%2F__key%2Fcommunityserver-wikis-components-files%2F00-00-00-00-21%2FKKB001023_2D00_1.png"><img src="http://community.kaseya.com/resized-image.ashx/__size/550x0/__key/communityserver-wikis-components-files/00-00-00-00-21/KKB001023_2D00_1.png" alt="" class="embedImage-img importedEmbed-img"></img></a></p> <p> </p> <p><strong>Via Email by Ticket Reply:</strong></p> <p>Many customers would like tickets that are closed to be automatically re-opened if a customer replies back to it via email. You must have the following in your ticket mapping procedure so that a ticket may re-open correctly when a reply is sent to it:</p> <p> </p> <p>1. Service Desk tab > Ticket Mapping procedure</p> <p> <a rel="nofollow" href="/home/leaving?allowTrusted=1&target=http%3A%2F%2Fcommunity.kaseya.com%2Fcfs-file.ashx%2F__key%2Fcommunityserver-wikis-components-files%2F00-00-00-00-21%2F7585.KKB001023_2D00_2.png"><img src="http://community.kaseya.com/resized-image.ashx/__size/550x0/__key/communityserver-wikis-components-files/00-00-00-00-21/7585.KKB001023_2D00_2.png" alt="" class="embedImage-img importedEmbed-img"></img></a> </p> <p> </p> <p>Again, please be aware that when a ticket is re-opened, it will go through the initial stage entry procedure as if the ticket was just created. It will not be kicked back to its previous stage/status/assignee. This is by design and there is no way to change this behavior. The process is the following:</p> <p><br>- Ticket is Re-opened<br>- It runs through the initial stage entry procedure<br>- It runs through the Ticket Change procedure</p> <p> </p> <p>Applicable to Kaseya Service Desk</p> <p> </p> <p> </p> </article> </main>