K1000: Reopen Ticket Rule
I created a custom ticket rule based on the default Reopen rule to only reopen tickets if they have been closed for less than 7 days to prevent people from opening older tickets. That seemed to create problems and wasn't functioning correctly. Here is the SQL for that custom rule:
select distinct HD_TICKET.ID,
HD_TICKET.OWNER_ID as OWNER_ID,
HD_TICKET.ID as TICKNUM,
HD_STATUS.NAME AS STATUS_NAME,
HD_STATUS.STATE as STATE,
OWNER.USER_NAME as OWNER_NAME,
OWNER.FULL_NAME as OWNER_FULLNAME,
OWNER.EMAIL as OWNER_EMAIL,
UPDATER.USER_NAME as UPDATERNAME,
UPDATER.EMAIL as UPDATEREMAIL
from (HD_TICKET, HD_STATUS)
left join HD_TICKET_CHANGE on HD_TICKET_CHANGE.HD_TICKET_ID = HD_TICKET.ID
left join HD_TICKET_CHANGE_FIELD on HD_TICKET_CHANGE_FIELD.HD_TICKET_CHANGE_ID = HD_TICKET_CHANGE.ID
left join USER OWNER on OWNER.ID = HD_TICKET.OWNER_ID
left join USER UPDATER on UPDATER.ID = HD_TICKET_CHANGE.USER_ID
where HD_STATUS.ID = HD_TICKET.HD_STATUS_ID
and HD_TICKET_CHANGE.HD_TICKET_ID = HD_TICKET.ID
and HD_TICKET_CHANGE_FIELD.FIELD_CHANGED !='SATISFACTION_RATING'
and HD_TICKET_CHANGE_FIELD.FIELD_CHANGED !='SATISFACTION_COMMENT'
and HD_STATUS.STATE = 'closed'
and (UPDATER.ID != OWNER.ID or OWNER.ID is NULL)
and DESCRIPTION NOT LIKE '%Changed Ticket Machine from "%" to %Unassigned%'
and DESCRIPTION NOT LIKE '%Changed Ticket Submitter from "%" to Unassigned%'
and COMMENT NOT LIKE '%Machine % was deleted%'
and COMMENT NOT LIKE 'User % was deleted%'
and DATEDIFF(NOW(), HD_TICKET_CHANGE.TIMESTAMP) < 7
So I went back to the built in rule, but now whenever a user emails in response to a closed ticket even on the same day it creates a new ticket instead of moving the closed ticket to Reopened. I can't figure out why it's doing that. Any help or ideas?
There are no answers at this time