Reopen closed ticket without repeated warnings

[nattivillin]

When a ticket gets closed and the customer replies that the issue isn't resolved, how do you reopen a ticket?

If you change the status from completed to in work, you get a pop up saying " Ticket closing date and time registered with no status change. Do you want to change the status to completed" Since I changed the status to in work, i don't want to change it back to closed.

Every time you edit the ticket it asks the same question, but the ticket should no longer be closed since the status now says in work.

Why doesn't changing the status to in work make the ticket not closed?

What is going on here?

[Support Team]

Re: Reopen closed ticket without repeated warnings

The value of the 'Closed Date/Time' field needs to be emptied and the message will no longer appear. Hope this helps.

[nattivillin]

Re: Reopen closed ticket without repeated warnings

Is there a way to clear the box when the ticket status gets updated?

[Support Team]

Re: Reopen closed ticket without repeated warnings

The value of this field has to be updated by the user when needed. The system does not decide to edit it on its own when the status changes.