Hi. I have set up a couple of service desk projects for different teams. In our main IT Helpdesk service desk, if a ticket is closed then anyone can go back in and transition it back to Open should there problem prove not to have been fixed.
In another service desk project I created for our Facilities team, that is not the case - only the original assignee of the ticket can set it as 'reopened'. The only difference I can see is that the IT desk is of type 'Service management' but the Facilities desk is 'Team managed service management'.
Is this something that can be changed as a setting or do I need to edit the workflow(s) for that project?
