How do I re-open an old or closed ticket?

  1. If you view a full list of your ticket history following this Article - How do I view my IT Tickets? (viu.ca) it is currently possible to add comments to a closed ticket.
     
  2. If you use the IT Client Portal to add comments to a ticket that has been closed it is likely that IT staff will not see the comment unless you choose the NOTIFY option. Notifying a tech from a closed ticket is still not a guaranteed method this is because it relies on an e-mail message and since the status of the ticket remains closed it's not visible by default to IT staff.
     
  3. That's why the best practice to re-open an old or closed ticket is to create a new ticket with your message and reference your old Ticket ID (#). Simply send an e-mail to ithelp@viu.ca with your message and then IT will make the best decision to either re-open your previous ticket or continue with the new one.
     
  4. If you try to send an email to a closed or canceled ticket it will instead create a new ticket, and copy reference some of the ticket details. It will not automatically open your old one.
     
  5. When a new ticket is created, it will copy the basic properties of your original ticket (including the IT individual or group was assigned to it) but it will create it with the default status of "New". In addition, this new ticket will contain the text of the associated feed item that initiated the update (your message to IT). The original requestor of the ticket will be notified when new tickets are created through this process.
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