Remedy automatically modifies the status of all tickets placed in Resolved status greater than 7 days. After a ticket has been marked as closed, users are not allowed to change the status again. If a documented problem resurfaces after the associated ticket is closed, then a new ticket should be created to continue troubleshooting. We have added functionality that will reference the Closed ticket if Copy to New functionality is used. To do this, from within the Closed Request for Service select → . A new ticket will be created with the status set to Assigned and the Person Assigned set to the user who performed the action along with a reference to the Closed ticket as the initial entry in the worklog.
Copyright 2002-2007 The University of North Carolina at Chapel Hill.
This
work is licensed under a
Creative Commons Attribution 3.0 United States License.
