Keep Tickets closed after Customer Reply to closed Tickets

Hi, 

If customer replied to closed tickets, then the status will be automatically re-opend.

Is it possible to set or implement per scripts, that status keep closed? that means, we decide by self whether to re-open it by case.

Background is, all (positive) closed Tickets will be billed to our Customer by end of Month. We don't what that the Customer re-open the ticket anyway.

Thanks!

RE: Keep Tickets closed after Customer Reply to closed Tickets

Hi, this is a standard feature. I think there is a checkbox where you define the request statuses.

Von: Frode Lillerud 19. Feb 2020

RE: Keep Tickets closed after Customer Reply to closed Tickets

Hi,

Frode is absolutely right. Below you can find a link to documentation for statues. 

https://community.superoffice.com/Documentation/Help/en/CRM/8.4/UserHelp/index.htm#t=Service%2Ftopics%2Fadmin.listTicketStatuses.newTicketStatus.html

Create new request on customer reply is a name of you function. 

Von: Donatas Sasnauskas 20. Feb 2020

RE: Keep Tickets closed after Customer Reply to closed Tickets

Hi Frode, Hi Donatas,

Thanks for your reply. You are right, I see there is also possible to create new tickets if customer reply to closed tickets.

But that is not what we want, we want to re-open tickets by self by the case;

1) If Customer only replys on close ticket, "thanks for your Support", then the status should keep closed;

2) If the Problem is not solved on closed tickets, that's right to re-open this ticket;

3) If Customer send us other new request by closed ticket, we can split this request to new ticket.

My Solution for our case is, to save all positive / negaive closed status based on Status Open, but not Closed, so that the re-Open Status or re-create Tickets will be not triggered, we should decide to re-open or create new tickets in our hand by the diff. case, and also since our special reason: we develop a ticket system, all our positive closed Tickets will be billed to customer, we donot want that customer re-open that tickets by himself.

Nevertheless Thanks for your Suports!

Von: Jianchun You 20. Feb 2020

RE: Keep Tickets closed after Customer Reply to closed Tickets

Hi,

You can probably add the behavour you want by using the trigger Service: Saving a request and add some code like:

String ticketId = getVariable("ticketId");

String ticketStatus_new = getParserVariable("ticket.new.status");String ticketStatus_old = getParserVariable("ticket.old.status");

Bool doSave;if (ticketStatus_old == "2" && ticketStatus_new != "2") { //reopened requestTicket t;t.load(ticketId.toInteger());t.setValue("ticketStatus", ticketStatus_old );

t.save();}

You will of course have to add some more criterias to find out if the ticket was reopened by the customer or the request owner but that you can probably find out by yourself.

Von: Gustaf Cullin 2. Mrz 2020

RE: Keep Tickets closed after Customer Reply to closed Tickets

Hi  Gustaf,

 

Thanks. Yes that's idea to force to keep the Status into closed.

One Queation: how to set Creteria to find tickets, which were reopend (By Customer, Owner)?

Von: Jianchun You 2. Mrz 2020

RE: Keep Tickets closed after Customer Reply to closed Tickets

with user-defined feld doSave

Von: Jianchun You 2. Mrz 2020