You cannot change the State value of a ticket whose State is Finished (
) by editing it.
Finished Ticket
Instead, you change the ticket's status to Reopened by adding an answer to the ticket.
To Reopen a Finished Ticket
1.Navigate to the details page of a ticket whose State is Finished.
2.Expand the Answers section and click the Add Answer (
) icon.
3.Select the Reopened check box.
4.Click Save and Close.
The ticket's status is now Reopened (
).
Reopened Ticket
You can now manually change the status of the ticket, which includes returning it to the Finished ().
Editable State Property for Reopened Ticket
