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

  • 1 August 2023
  • 2 replies
  • 109 views
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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.

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

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iulian.olaru
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Hi,

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

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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.

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