Reopening a Completed ticket

[Product User]

When a ticket is checked completed, are you able to reverse that? I just accidentally marked a ticket complete and its not, and sometimes I close a ticket thinking it was completed, but it turns out the fix didn’t work.

I want to reopen it to pursue a solution on, is this possible?



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[Support Team]

Yes, this is reversible. When settings a ticket as completed this performs two things: changes the ticket status to Completed, and sets the Close date of the ticket.

If you want to reverse this, simply change the ticket status back to what it was, and clear the Close date (when clicking the arrow next to the date field, you can choose the "Clear" option).

/forum_images/date-clear-button.gif

This will reopen the ticket and you will be able to go on working on it.