Tickets Fixed Resolved tickets get reopened by escalation without any change taking place.

[Alpha1]

The concept of escalations is that tickets are automatically set to 'pending' 'resolved' or reopened again. But as it currently works it will also reopen a ticket when nothing has changed since closing the ticket.

There needs to be a change to criteria or an additional criteria to only count new posts since the last status change. i.e.
Last reply user is X (after last status change)

 

[Naz]

Kind of thinking out loud here but something to track what tickets an escalation has matched on plus escalations only running on tickets it hasn't matched before or those that have been updated since being matched should be ok?

 

[Alpha1]

If a staff member manually sets the status to resolved, then escalations should ignore it until something new happens. Even if the last replier was the ticket owner. Only if the user or a staff member replies after that and the ticket will be reopened.

It seems to me that it needs to track time, status changes and distinguish between status change by escalation and manual status change.
Then we could add escalations like:

• Only count replies since last status change
• Last reply user is starter
• Last reply user is staff
• Ticket state is: Resolved
• Set status: OPEN

 

[Naz]

I think I have a solid solution for this in place now.

I'm giving it another pass and then I think we're good to go.

 

[Naz]

This has been sorted.