Another 2c ;)
I would recommend that you do *not* rely on autoclose - since this will mess up any ability later to measure your resolution time statistics accurately.
It is better IMO, to take the "risk" of closing too soon and having a reopening that points at quality problems than not having the ability to measure resolution time.
Matthew
From: Jorick Astrego <[EMAIL PROTECTED]> Reply-To: "User questions and discussions about OTRS." <[EMAIL PROTECTED]> To: [EMAIL PROTECTED] Subject: Re: [otrs] Is it possible to re-open closed tickets Date: Wed, 5 May 2004 18:10:52 +0200
>> We have some tickets that were closed but after a couple of days >> there some issues came up. I would like to re-open the tickets and >> finish them correctly. >> > >Do you mean that the customer sent further mails or do you just want to add something? >In the second case I would suggest you to search the tickets via the utilities page. >Then you can lock the tickets and add a note. > >Lars
Well adding notes would be a partial solution, but we need to keep track of the status again when the issue doesn't appear to be resolved.... The 2c from Mattew in a message later makes me wonder if we really want to re-open the tickets. I think I better instruct everyone not to close tickets to soon but put them on auto close and open a new ticket for a problem that isn't fixed afterall. They just have to put in a reference to the older ticket IMO.
Regards,
Jorick Astrego IBM Certified System Administrator - Lotus Notes and Domino
Quality On-Line� Hengelosestraat 501 P.O. Box 1414 NL-7500 BK Enschede the Netherlands Phone +31 53 4809090 Fax +31 53 4342040 Internet http://www.qualityonline.com _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting f�r Ihr OTRS System? => http://www.otrs.de/
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