s than not having the ability to
measure resolution time.
Matthew
From: Jorick Astrego <[EMAIL PROTECTED]>
Reply-To: "User questions and discussions about OTRS." <[EMAIL PROTECTED]>
To: [EMAIL PROTECTED]
Subject: Re: [otrs] Is it possible to re-open closed tickets
Date: Wed,
>> We have some tickets that were closed but
after a couple of days
>> there some issues came up. I would like to re-open the tickets
and
>> finish them correctly.
>>
>
>Do you mean that the customer sent further mails or do you just want
to add something?
>In the second case I would suggest yo
Just my 2c
Re-opening is something that you may want to think about a bit since in some
respects it may reflect a support-quality issue that you perhaps want to
keep track of.
So perhaps re-openings should be tagged in some way so that you can take a
look at any kind of pattern or trend.
Matthe
> We have some tickets that were closed but after a couple of days
> there some issues came up. I would like to re-open the tickets and
> finish them correctly.
>
Do you mean that the customer sent further mails or do you just want to add something?
In the second case I would suggest you to s
