How to prevent re-open by end user after a period of time

  • 1 August 2023
  • 2 replies


We would like to allow the re-opening of incidents and request but only for a certain period of time after it is closed. End-users are re-opening  tickets months after they are closed. We need to force them to open a new ticket rather than re-opening an old ticket. Can this be done?


If not, can we prevent re-opening only for incidents and not requests? The Self Service Portal General Settings page has a setting that includes incidents and requests in the option to allow the reopening of a ticket by an end-user.


Best answer by iulian.olaru 1 August 2023, 21:39

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Unfortunately all you can do is enable or disable user permission to reopen tickets, you can’t set any parameters.


I’ve not tested in regards to self service (click to reopen etc).

However if you operate on email only you could set an escalation rule to archive closed tickets after X time. Then if anyone replies it creates a new record rather than updating the previous closed reference.