Closing, resolving, and reopening tickets

Wrapping up a ticket is done through its status, and reopening is a first-class action.

Resolving and closing

Resolve or close a ticket by changing its status to one with the matching SLA behaviour. The engine then:

• Stamps resolved_at when entering a resolved-behaviour status and evaluates whether the resolution SLA was met.
• Stamps closed_at when the status becomes closed.
• Triggers a CSAT feedback request on resolve or close.

Resolved and closed tickets drop out of the open queue. Note that closing a ticket does not delete its time entries — only the status moves on.

Reopening

Only tickets in resolved or closed status can be reopened; attempting it from any other status is refused. To reopen:

1. Open the ticket and choose Reopen.
2. Optionally enter a reason.

The ticket moves to status reopened, resolved_at is cleared so SLA tracking re-activates from this point, and a reopen record (capturing the previous status, original owner, and reason) is saved. A system reply is added, a workflow event fires, and the action is audited.