Seperate Option for Closed and Resolved calls

Idea created by Stephen Jephcott on Oct 3, 2017
    New Idea
    Score5
    • Stephen Jephcott

    Would it be possible to add another on/off switch to the Service Desk setup tp seperate Closed and Resolved tickets?

     

    We seperate closed and resolved as follows:

     

    Calls have been resolved - user has 7 days to check the issue has been fixed.  If not they can reply to the call and it will re-open allowing for further work to be done

     

    If after 7 days no response is received by the user, the call goes into the Closed state.  At this point no further comments should be added to the call.

    What problem will this feature solve?:
    This will stop users re-opening calls weeks/months down the line when a problem re-appears. A fresh call should be raised. Re-opening calls adds them to the bottom of the work pile meaning they might be over looked. Also, the SLA clock resumes meaning calls breach sooner than they should