Helpdesk : How to restrict owner not to put ticket from Open State to again in New state

How to restrict owner not to put ticket from Open State to again in New state.

We want that once ticket is opened owners should not be allowed to put back the ticket in New state

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Answers (2)

Posted by: chucksteel 5 years ago
Red Belt
I don't know that you can completely prevent it but you could make a custom ticket rule that checks for status changes going from a state of open to new and then email the ticket owner. Honestly it would probably be easier to educate your ticket owners on the appropriate uses of the status values and when they can be used.

Posted by: Hobbsy 5 years ago
Red Belt
Or just create a ticket rule that actually sets the Status value back to Opened? If the situation is so specific ie when the status is opened and the status is set to New then set the status to opened. You could also include an email in the rule that either informs the Tech, that the change is not possible or emails a manager to let them know this has happened, as I am guessing this may be an "SLA workaround"?

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