Hi all,

We currently have our KACE helpdesk configured to have each HD Tech set a ticket to a "resolved" status when they are finished with it. This is a stalled state that sends an email to the submitter letting them know what the resolution is. The ticket will stay in this state for 7 days or until the user reopens the ticket (if they were not satisfied with the resolution). I would like to let the user have the ability to simply reply to the email that they recieved when the ticket was resolved to reopen the ticket. I know that this can be done when a ticket has been closed, but I would like to get that same functionality in this case. Does anyone know of a way to do this?

Answer Summary:
Customize the default Customer Responded rule to include tickets with a "resolved" status, and make sure that the title still includes [TICK:#####].
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It sounds like you would have to create a ticket rule to change the status back to opened on a ticket with resolved status.  I believe you should able to change the default reopen ticket rule and just add your resolved status.

This should be in Help Desk -> Configuration -> Queues -> [Your Queue] -> Customer Responded rule, which you can customize with the built in wizard.

Answered 05/10/2012 by: philologist
Red Belt

  • I thought this as well. However, when I responded to the email that was sent from my resolved ticket rule, it created a new ticket instead of adding a comment to the ticket in question (which I assume is what reopens the ticket). What criteria determines whether or not an email will create a new ticket or update an existing one? I thought it would be the subject of the email, but that should have automatically populated to what KACE is expecting to see when I responded to the email.
  • As far as I understand, it is the ticket number in the email subject that maintains the association. [TICK:#####]
  • I'm with Philogist on this; it matches on the subject. A couple things to look at is making sure that 1) subject is being preserved through your email flow, 2) there is not something in the flow that is making the email look like it's coming from someone other than the submitter. 3) are thery any other ticket rules(besides the built-in templates) that you might have active that would be preventing the reopening of tickets. I'd also double check any of the other built-iin rules that you are using to be sure all the trigger states are correct.
  • Thanks Gents. I didn't realize that it was the [TICK:####] that triggered the desired behavior so I had changed the title to have ID:####. As soon as I changed it back, it works as expected.
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