Reopen closed ticket

Hi,

how can an AGENT reopen a closed (NOT resolved, closed) ticket?

TIA
Matthias

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Hi,

how can an AGENT reopen a closed (NOT resolved, closed) ticket?

there isn’t a stock “closed” status in standard RT. If you have one,
it’s because you changed lifecycles (I expect you have a recent version).

You can use those Lifecycles (see
Customizing/Lifecycles - RT 4.2.17 Documentation - Best Practical) to
setup this:

an allowed transition:
transitions => {

closed => [ ‘open’, ],

a dedicated right if needed:
rights => {
‘closed → open’ => ‘ReOpenTicket’,

an action to let users do this in ticket action menu:
actions => {

‘closed → open’ => { label => ‘Re-open’, update => ‘Comment’ },

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