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Every time the ticket is updated while still openĀ  the resolution field updates automatically on its own by the text Reopened. By the time the ticket is closed the Resolution field has several Reopened like (Resolution: Reopened Reopened Reopened). How to stop this.

I need this to be blank as I have set the resolution to be filled in upon ticket closed. If the resolution already has the Reopened and the ticket owner forgets to clear this field and update it with more meaningful text, the ticket is closed and has the Reopened text.


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  • I'm on the same train here, let me know if you found something. I'll let you know if I do.
    • Replying to myself on this one.

      I found the issue I was having.

      I realized that the Reopened text only appeared when a ticket was changed from Waiting on User to Waiting on agent due to the CustomerResponded rule.
      I don't know if this rule was created by the former administrator or if this is a default rule.

      Since I saw that I went ahead and edited the rule on the rule edito and found this line in the SQL code:

      T.RESOLUTION = CONCAT(T.RESOLUTION,'
      Reopened'),

      I found that strange so i changed it to

      T.RESOLUTION = CONCAT(T.RESOLUTION,),

      Someone with more SQL experience could correct me here since I have no clue on SQL code but common sense told me to remove that Reopened

      Once I did that I could no longer replicate the issue.

      If that rule is a default one and you are using it, you may want to check that.

      You may also want to check any rule you have created by duplicating the ReopenTicket rule (The one that reopens a closed ticket when the user adds a new comment) or even if you have some other status changing rules.

      Hope this helps.

      Let me know if you could solve your issue.
      • I imagine you can completely remove the T.RESOLUTION = CONCAT(T.RESOLUTION,'
        Reopened'), line but I have not tested it.
  • Ok, tested it. You can completely remove the string and it should work. Possibly it is better to remove the whole line.
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