Tickets automatically reopen if a response is received

[SParker12]

Would it be a good idea if my team and I find a way for tickets to automatically reopen if a response is received.

We are looking to do this because some employee accounts are not getting disabled because HR pings the ticket and it’s already closed.

It will also help if HR can just trigger account disabled for us.

Please let me know your thoughts and how we should go about it.

[bammar]

Not sure if this is also a process issue- like perhaps the agent that is meant to disable the account has to wait for HR to update or something like that. Also doing something like this may have a global impact - for instance ITIL usually dictates that 5 days after a ticket is closed it cant be reopened-  I have seen a printer issues from 8 months ago get reopened because a customer emailed that ticket back and it had the setting you talked about - to reopen - so you can imagine what that does to ticket age reporting etc - you could devise a BR that will create a child incident if a HR account disable in gets a reply after its closed - something like that but if you can solve this with a process change its better .

[SParker12]

Thank you for your response! I figured that would happen when the idea was brought up. Thank you for your suggestion, I will let my team know.

What is a BR? 

[bammar]

a BR is a Business Rule - If you let your team know the suggestion the developers will know what it is- it is an action you can have the system take that is triggered byt different events you specify