‎04-11-2018 06:34 AM
Solved! Go to Solution.
‎04-11-2018 09:37 AM
Indeed, when newly implementing some Required for Closing custom fields we would recommend either moving the old tickets of that type to another ticket type, or to create a new ticket type to set up these additional Ticket Custom Fields.
Since at this point you've already set up the new ticket custom fields and they're colliding with your automatic closing rules on old tickets, we recommend the following:
- Create a ticket type without these required for closing ticket custom fields.
- Go to the Helpdesk tab and filter on the ticket type with the required for closing fields, and based on the date up to the point where the new ticket custom fields were added.
- Using the selection box at the top left select all tickets that come out of this search.
- Go to Actions\Change\Change Type and set these tickets to the type without required for closing fields.
- The tickets can now be handled by either an auto-closing rule or can be manually closed en masse.
‎04-11-2018 09:37 AM
Indeed, when newly implementing some Required for Closing custom fields we would recommend either moving the old tickets of that type to another ticket type, or to create a new ticket type to set up these additional Ticket Custom Fields.
Since at this point you've already set up the new ticket custom fields and they're colliding with your automatic closing rules on old tickets, we recommend the following:
- Create a ticket type without these required for closing ticket custom fields.
- Go to the Helpdesk tab and filter on the ticket type with the required for closing fields, and based on the date up to the point where the new ticket custom fields were added.
- Using the selection box at the top left select all tickets that come out of this search.
- Go to Actions\Change\Change Type and set these tickets to the type without required for closing fields.
- The tickets can now be handled by either an auto-closing rule or can be manually closed en masse.
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