Hi Rod,
The workflow options have improved from when I originally wrote this post. That said, I agree that the workflow you provided does the ticket has reopened and it does trigger a workflow to re-close the ticket. The problem that I see here is that when a ticket re-opens and closes again, the close date changes and that will mess up your ticket stats.
Ticket 123
Created date 2024-01-01
Close date 2024-01-07
time to close: 6 days
Customer replies to an old message associated with Ticket 123 on 2024-07-01 triggering the ticket to reopen. The workflow you outlined above…detects that the ticket was previously opened and changes the status back to closed.
Ticket 123
Create date 2024-01-01
Close date 2024-07-01
Time to close: 184 days.
So the work flow works if aren’t worried about the ticket stats…but if you are concerned about ticket performance metrics…this might create some challenges for your historic reporting.
James