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WebApp - Tickets - Ticket - Reopen: If a requester tries to reopen a ticket after the reopening deadline has passed, a new ticket will not be created

This article is about product releases

ALVAO Service Desk 11.1 and higher

Symptoms

Even when it is enabled on the service, a new ticket is not created after the reopening deadline.

Cause

The cause is a bug in ALVAO products.

Solution

Fixed in release 26.4.92 - ALVAO 26.4 (Q4 2026)

Workaround

As the notification says, the requester has to create the new ticket manually.

Steps to reproduce this behavior

  1. Set the messages to load on a service for which the "Create a new ticket, if user attempts to reopen a ticket after the permissible time frame." option is disabled.
  2. Find a resolved ticket in another service where this option is enabled and the ticket has passed the permissible time frame.
  3. When the requester sends a message to the ticket, no new ticket is created.

Attachments

Issue number

T201673ALVAO

 

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