If you are not satisfied with the resolution of the ticket you can use the Reopen command to reopen the ticket for resolution. This will put the ticket into the Reopened status and restart the time to resolution measurement according to the SLA. The time it took to resolve the ticket is counted as waiting for the requester and may or may not count towards the SLA resolution time, depending on the system settings.

A ticket may be reopened by both its requester (or ticket participant), and any member of the service resolution team. However, as a requester, you can only reopen a ticket within a set time limit from resolution.

If the ticket is reopened by a member of the resolution team, the requester is notified by email.

If the solver of the reopened ticket has been removed or disabled user account, or is hidden in menus, the ticket is automatically returned to the service's main solvers when reopened.

Response of the requester to the notification of the resolution of the ticket

After your ticket has been resolved, you will receive an email notification from the solver. If you reply to this notification within the time limit set for reopening the ticket your ticket will automatically be reopened for resolution.

If you reply after the deadline for reopening the ticket has passed, depending on the system settings, either a new ticket will be automatically created or the system will reject your reply. In either case, you will be notified by email.

Note:

You can also send a new message to the ticket instead of replying to the notification of the ticket being resolved. It is important that the sender of the message is the Requester of the ticket the subject line includes the ticket tag, and the recipients include the email address of the service.

Did not find what you were looking for? Ask our technical support team.