Users unable to transition closed tickets back to open

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April 11, 2024

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?

1 answer

2 votes
Klaudia Schön_Deviniti_ April 11, 2024

Hi @stuart_houghton_amnesty_org_uk

I believe that the problem here may be related to Workflow condition which is set on a specific transition which is not presented to specific users:

If that's not the case, please make sure that your workflow contains a specific transition between two statuses.

Kind regards,

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