Is it possible for ticket submitter to re-open tickets once they have been closed? I was trying to test by emailing comments to closed tickets and adding comments online to closed tickets. Unfortunately, they were remaining closed for me.
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What version are you on? In recent versions there are system ticket rules in each queue that can be enabled called "CustomerResponded" and "Reopen Ticket" that may combine to do what you want.
Answered 09/07/2010 by: GillySpy
Seventh Degree Black Belt

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My users re-open tickets by responding in emails so I agree that there are permission issues going on.
Answered 09/07/2010 by: kbnetadmin
Orange Belt

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"CustomerResponded" rule took care of it. Somehow I overlooked that one.

thank you
Answered 09/07/2010 by: young020
Black Belt

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