There is a need to be able to re-open tickets that are resolved immediately .
Although in an ideal world these tickets would not need to be re-opened that is not always the case. There are many situations where a helpdesk analyst may think a fault is fixed but it is not so to capture the full incident lifecycle the original ticket should be amended/re-opened. The existing re-open Process Action available in the regular incident workflow would be sufficient.
Solutions have been provided for adding a completed SLA and including these customers in Surveys to tickets Resolved Immediately. Our view is no matter how quickly a ticket is resolved/actioned the customer is still entitled to the regular service and therefore surveys, SLA's and Re-opening tickets is essential.