When the customer reopens a ticket that has been resolved, it is not possible to view it in the ticket queue. How to fix the problem?
@Larissa Elen do Nascimento, Navigate to your Project settings > Workflows. Edit your workflows and click on the transitions leading out of the Resolved status. You'll need to make sure to add a Post Function to Clear the resolution.To add a post function, click on a transition, and then click on the Post Functions button which shows in the box that pops up.
A new tab should open. Click on Add Post function, and choose the Update Issue Field option. Set the values as follows:
Be sure to publish the workflow and you should be good!
Thanks!Kian
I need to correct a flaw: when a call is finalized / resolved and then reopened, it does not return to a request queue.
@Larissa Elen do Nascimento, Did you follow the steps outlined above?Thanks,Kian
Não consegui ajustar conforme informado
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