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Re-open Tickets

Sometimes it is necessary to re-open a ticket that has been previously closed. For these cases it is good to create a "Re-open" status code. This status code can be configured to not be billable and to not generate a response back to the One Call center.

To setup a Re-open status code, do the following:

1. Create a Status Code. The following values may best describe the status code:

   • Code - ROP
   • Category - Re-open
   • Description - Re-open

2. Assign the Re-open status code to a Utility. Do not set the status code as Billable or Closing.

3. On the Admin/Feeds screen, select the feed for the utility.

4. On the Translation tab, set the status code to use a response value of $. (The $ is a special code that tells the system not to send responses for this status code.)

5. Be sure to Save the changes.

Now that the status code is set up, users can use it to re-open tickets.

Users must have the TICKET.REOPEN right to re-open tickets.

Once users Sync they will have the new status code. On the Ticket Detail screen, Re-open should now be available on tickets for the Utility that was configured above. Selecting these options and Saving the ticket will re-open the ticket without creating a billable activity and without sending a response to the One Call center.

Each utility and feed that needs the re-open status needs to be configured to have the new status code configured as described above.