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tickets that get closed due to inactivity

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jopdog

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Thursday, June 21st 2012, 12:40am

tickets that get closed due to inactivity

Had a long weekend and had a support ticket closed because it had not been updated for 72 hours. That 72 just happened to cover a long weekend so it would not have been updated regardless. If I add to the ticket would it be reopened or is a new ticket needed to continue where the old left off?

Dionaea

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Thursday, June 21st 2012, 12:45am

Adding to the ticket (Replying) and thus updating it will re-open the ticket. If more then 7 days have passed since the closure, you can open a new ticket, and reference to the old one within your text.

jopdog

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Thursday, June 21st 2012, 12:47am

Thank you.