Reopened tickets when closed second time do not reflect new close date

Technical assistance
1
  • Used Zammad version: 6.0.0-1688711101.114e84ee.focal
  • Used Zammad installation type: Package
  • Operating system: Ubuntu Linux 20.04.6
  • Browser + version: Firefox - Occuring on all user’ computers

Expected behavior:

  • When working on a ticket for a client, the close date reflects this date. If the ticket is reopened again, the ticket close date should reflect date number 2 as the new close date and not date 1.

Actual behavior:

  • When tickets are closed and reopened - Work and time is added to the ticket when reopened, on closing the ticket again, the new closing date on when the issue was closed the second time is not reflected as the close date.

Ticket 1 - Updated and closed 1 June 2023.
Ticket 1 - Reopened 1 July and closed 2 July 2023.
Ticket 1 - On time accounting reports still only shows the close date as 1 June 2023 and not 2 July 2023.

When pulling time accounting reports, ticket is then missed unless we have a note to search for the ticket that was reopened.

Steps to reproduce the behavior:

  • Took ticket that was closed in June 2023, reopened ticket in July 2023 and then re-closed ticket. On checking time accounting reports, ticket does not show on July 2023 time accounting report.
2

Actually, it behaves like that by design. Everything that happens on a ticket after it was closed is considered post-close follow-ups. If you need this to be tracked separately, you may consider not allowing the re-opening of the ticket. See the section “follow-up possible” in the group settings.