Re-open closed or completed tickets

[Former Member]

Hello experts,

is it possible in C4C for Service to re-open closed or completed tickets ?

As i can see when a ticket is completed or closed it disappear (is deleted) from the system.

Thanks a lot

[ViswajithM · Accepted solution]

Hello Gabriele

If you go into the Tickets WCV list under Service you could see all the tickets that are  of the status "Completed". The tickets are not deleted. You could go here and then if needed reopen the completed tickets.

In the Queue, you can see only the tickets that are Open and InProcess.

Regards

Viswa

[Former Member · Accepted solution]

Thanks Viswa, you are right. But what about closed tickets? I am able to search tickets with closed status, but nothing appear.

So i suppose that closed tickets cannot be reopened. Am i correct?

[former_member541649 · Accepted solution]

Hi Gabriele,

You are right, closed is a permanent status, you cannot reopen closed tickets.

Regards,

Parul

[Vinod0311]

Hi Gabriele,

It is very much possible to re-open tickets.

Again, in case of Manual - it depends on the visible (status) access and rights the agent is entitled to OR you can set workflow for automatic re-open of ticket if there are any interactions continue after the case is completed.

Are you using any custom status or just the life cycle statuses ?

Thanks,

Vinod