Unable to Reopen a Request Workflow

[Andrea Aznar]

Hello, 

I am trying to edit a workflow so after 72 hours users are not able to comment on an old request (also it does not re-open the request). 

Is there a way to do this?

Thank you, 

Andrea Aznar

[Liam Green]

Hi Andrea

You can remove the automation that re-opens a ticket so that it remains closed.  You cannot prevent a user from commenting on an old request though.  You could set up some automation so that if they comment on a closed request they get an automated message confirming that the ticket will not reopen.

Hope that helps

Regards, Liam

[Andrea Aznar]

Hi Liam, 

If I remove the automation to re-open a ticket this will take effect immediately, correct? In other words, there is no workflow that would allow me to only have that happen after x amount of time.

Thank you, 

Andrea Aznar 

[Liam Green]

Hi Andrea

My advice would be to use a workflow that has a 'Resolved' status and a 'Closed' status - that way 'Resolved' tickets can be reopened, but 'Closed' tickets cannot.

Thanks, Liam

[Andrea Aznar]

Liam, 

That is a great idea. However, to transition a ticket from 'Resolved' to 'Closed' does that action need to be manually triggered or can it be automated (such as 72 hours from the last comment, change the status to 'Closed'). 

Thank you, 

Andrea Aznar

[Liam Green]

Hi Andrea

It can be automated using a 'time to close' SLA.  We have ours set to automatically close after it has been resolved for 3 days.

This question has a really good example of how it works in practice, and it suggests reading this documentation on automation.  If you already know quite a bit then it may be going over old ground, but the section on available pre-set rules would be useful here.

Hope that helps

Regards, Liam