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osTicket v1.10 (stable) and Maintenance Release v1.9.15 are now available! Go get it now

Re abrir un ticket

Buenas tardes, por favor ayúdenme a configurar el Buenas tardes, por favor ayúdenme a configurar el osticket V1.1.15.
Cuando el agente cierra el ticket el sistema no le da opción para re abrirlo, lo más seguro es que al momento de estar configurando moví algo sin querer.
Gracias por el apoyo.
Jimmy Tito
Cuando el agente cierra el ticket el sistema no le da opción para re abrirlo, lo más seguro es que al momento de estar configurando moví algo sin querer.
Gracias por el apoyo.
Jimmy Tito

Comments

  • Google Translate:
    Good afternoon, please help me to configure the Good afternoon, please help me to configure osticket V1.1.15.
    When the agent closes the ticket, the system does not give you the option to re-open it, it is more likely that when I'm setting up I moved something without wanting to.
    Thanks for the support.
    Jimmy Tito
    When the agent closes the ticket, the system does not give you the option to re-open it, it is more likely that when I'm setting up I moved something without wanting to.
    Thanks for the support.
    Jimmy Tito

    Looking into this now.

  • Hello @jtito,

    When a ticket is closed and the Agent wants to re-open the ticket they can do one of two things:
    1.) View the ticket > click Change Status > click Open and the system will re-open the ticket.
    2.) View the ticket > type a Reply > choose Open from the Status dropdown below the text box > post the reply and the system will send the User the Agent's response and re-open the ticket.

    Option 1:
    image

    Option 2:
    image
    option 1.png
    1908 x 68 - 27K
    option 2.png
    1864 x 744 - 113K
  • @KevinTheJedi 
    Gracias por responder, pero a lo que yo me refería era cuando el agente cierra el ticket y el usuario quiere re abrirlo no puede pues le sale el mensaje "El estatus actual de ticket (Cerrado) no habilita al usuario final para responder."
    Lo que quisiera es que el usuario pueda re abrirlo, gracias.
    Saludos
  • In the admin panel,
    Select Manage -> Lists
    Select "Statuses"
    Select "Closed"
    Select tab "Item Properties"
    Check the box marked "Allow Reopen:
    Allow tickets on this status to be reopened by end users"
    Save.

    That should work mate.
  • @Grizly
    Muchas gracias por la respuesta, sí me ayudo.
  • edited August 14
    ¡Todo buen compañero, tenga una buena!

    Well, that was supposed to be: You're welcome mate, have a good one. However Google translate seems to suggest it didn't translate it to that. funtimes. :-)
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