[ITSM | How-to] Reopening Tickets in AssetSonar

Why It Matters

Understanding how to quickly reopen a ticket ensures that if an issue reoccurs or wasn’t fully resolved, agents and users can seamlessly pick right back up where they left off without losing any of the historical troubleshooting context.

How to Do It

• Access the Ticket: Navigate to Assistance → Tickets and open the specific resolved or closed ticket you need to revisit.
• Reactivate as an Agent: You can manually change the status dropdown in the ticket’s side panel back to an active state (like “Processing (assigned)”) and the ticket will automatically open.
• Reactivate as a User: Alternatively, the end-user or requester can simply post a new reply directly in the ticket conversation.
• Resume Troubleshooting: The moment that status is changed or the new reply is logged, the ticket is instantly reopened, its SLA timers reactivate, and it is pushed back into the active queue.

Next Steps

Find a recently closed test ticket and post a quick reply in the conversation timeline to verify the system automatically changes its status back to active and alerts the assigned technician.