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Best Practice Advice: How to handle re-opened issues w/ SLAs

usage

Hello there.

The Question kind of says it all. Sometimes customers have additional questions days after the original issue is closed. We are required to report response/closing times, though.

What is your advice?

A == REOPEN

We could allow a workflow / status change say from 20 - Closed to 01a - Reopened But we are afraid that this might produce "false" data in the reports, i.e. too long timespans for time to close the ticket.

B == SUBITEMS We could allow subitems for these cases. However it seems to be the case that subitems are frozen (no status changes allowed) once the root-item is closed.

C == NEW ISSUES This would probably work, but requires linking of the new and the original issue. As am not aware of a (clone) button one probably has to write down the number of the original issue. A lot of hassle for the poor guys at the hotline, I suppose.

So, what is your advice? Any hints are very much appreciated!

Regards Heiko
Heiko Scharnberg
· 125 		Heiko Scharnberg
Wednesday, February 1, 2012, 2:07:16 PM
Replies (3)
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I would copy the item and link it. Gemini provides a copy item functionality when viewing the item that allow it to link as well.
Mark Wing
· 9108 		Mark Wing
Wednesday, February 1, 2012, 7:54:15 PM
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Okay, thanks, that would do the trick.

However this requires us to allow a status change from 20-Closed to 01-Opened in any way. If I copy a closed issue, the status will be copied as well. So if I copy an issue in its final status, there would be no way out for the newly copied one.

Bit IF I allow above status change from closed to opened, users will probably identify the direct change as a shortcut and skip the process of copying. And I see no way of closing this backdoor.

regards Heiko
Heiko Scharnberg
· 125 		Heiko Scharnberg
Thursday, February 2, 2012, 9:00:18 AM
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ANSWER

True, feel free to add it to our list (enable changing of status during copy regardless of workflow): http://gemini.countersoft.com
Mark Wing
· 9108 		Mark Wing
Thursday, February 2, 2012, 1:56:45 PM