(SOLVED) Tickets reopening after marked resolved

[sp119]

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When a ticket is marked as resolved, about 3 to 4 minutes later it suddenly becomes marked as "replied". When you look at the ticket history is shows that the was reopened by the customer. However, I've asked the customer and they did not reopen it. I marked one ticket as resolved, saw it was reopened, checked it and saw nothing from the customer so I marked it resolved again. Then 3 or 4 minutes later it was set to replied again. This when on for about 6 rounds so I decided to resolve it and then lock it. That stopped it from being reopened. However, I don't want to have to lock resolved tickets, since customers will sometimes need additional support.

The customer said they got an email each time I marked the ticket resolved.

Any idea why tickets keep getting marked back to replied when marked as resolved?

[Klemen]

If the ticket history says "opened by Customer" then the ticket was re-opened from the customer side.

What caused that? If not the customer, maybe he/she is using some kind of security software (or a virus) that is scanning all URLs in the websites they visit? I presume this happens for specific customers only, not all your customers?

If you continue having problems with this, the only way around is to either lock the tickets or set "Reopen tickets" to off in admin panel > Settings > Help desk.

[sp119]

Klemen,

Thanks for the reply. It is actually happening for almost all of our tickets. Both internally and from people outside our organization (University). I have contacted a few people outside the helpdesk to see if they opened the ticket back up after it was marked resolved and they have both said they have not.


and


Are a couple of instances. The first was was re-opened in less than a second after it was closed. The second one was exactly two minutes. In both instances the customers did not reopen these tickets.

I am going to go ahead and set the "Reopen Tickets" to off. Not ideal for tracking purposes, but better than having to manually close and then lock each ticket. I guess if no one else is seeing this issue then we must be unique! Just wanted to let you know the customers are not intentionally or knowing re-opening these tickets.

[Klemen]

Not sure what's happening but yes, it must be something unique to your situation as it's not being reported by anyone else.

Maybe you want to check your web hosting longs who (what IP) is accessing the ticket.php file at that time?

[sp119]

Klemen,

Thanks for the suggestion on checking the logs. I'll check those out and let you know if I see anything.

I appreciate your quick responses and I am in awe of your skill in creating the Helpdesk system. We have been using it for years and have over 75,000 tickets and many thousands of views in our knowledgebase. We came from a terrible system to this and haven't looked back!

Again, thanks!