Natalia, You might want to re-evaluate the requirement.
Re-opening a Closed ticket destroys audit data. For example, ‘Time To Resolve’ will have two different values, but only one will be preserved for reporting. The Best Practice is to open a RELATED ticket that references the one you’re trying to re-open. The reason to re-open a ticket may not be valid after an initial investigation; i.e. was it not resolved or did the same problem occur again? In either case, a separate ticket should track ‘why it was mistakenly closed’ or a repetitive occurrence that could point to a broader Root Cause. HTH, Joel Joel Sender * jdsen...@earthlink.net From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Natalia Cuesta Sent: Wednesday, October 18, 2017 6:51 AM To: arslist@ARSLIST.ORG Subject: How can I change status in process flow status? ** Hi experts, Your help please, we have a web service to reopen incidents tickets in Remedy 8.1.02, when these are reopened change to Assigned, but in the process flow status bar appear like Resolved. Best regards, Natalia Cuesta _ARSlist: "Where the Answers Are" and have been for 20 years_ --- This email has been checked for viruses by Avast antivirus software. https://www.avast.com/antivirus _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
