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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?

1 answer

1 vote

@Larissa Ellen 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.


Screen Shot 2021-02-22 at 11.29.38 AM.png


A new tab should open. Click on Add Post function, and choose the Update Issue Field option. Set the values as follows:


Screen Shot 2021-02-22 at 11.32.05 AM.png


Be sure to publish the workflow and you should be good!




I need to correct a flaw: when a call is finalized / resolved and then reopened, it does not return to a request queue. 

@Larissa Ellen do Nascimento

Did you follow the steps outlined above?



Não consegui ajustar conforme informado

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