Open vs. Closed Tickets

As soon as a ticket is created it is an open ticket. After a ticket went through the whole business process and there are no workflow activities for the ticket anymore, the ticket is a closed ticket. Closing a ticket can be done manually by an engineer or automatically by the system, e.g., after a defined waiting time after the last step of the business process.

The actions you can carry out for open tickets are described in Updating Tickets.

For closed tickets, the following applies:

• They can still be found via the Quick Search, Detailed Search, and Autocomplete Search.
• They can still be duplicated and printed.
• They can no longer be edited, which means that ticket data cannot be changed anymore.
• They can no longer be worked with, which means that there are no workflow activities and you cannot add comments or send emails.
• They can only be reopened by the CM administrator.