Re-open Settled Ticket, Not showing up on Ticket screen

V5 Question
1

For some reason, after following the tutorial to reopen settled tickets in order to do modifications of some sort, the reopen settled ticket button does not appear in ticket line after displaying a closed ticket.

Below are my rules and actions. I crossed checked them a few times with the tutorial but still seems to not show up. Weird…

Open settled rule

Open settled rule.jpg928×591 76.1 KB

Reopen settled ticket Action

Action repoen.jpg736×219 24.7 KB

Cancel Ticket Payment Action

cancel ticket payment.jpg819×243 27.8 KB

Automation Command

Automation for Reopen.jpg1009×273 37 KB

Any ideas?

2

Try putting paid in mappings under enabled state as well

3

No enabled needs to stay blank. You sure your tickets are in Paid state? Show us a closed ticket.

4

Untitled.jpg1024×770 104 KB

Hope this helps.

5

The Ticket does not appear to have a State for Status. The button will not be visible unless the Ticket Status State is equal to Paid.

So you have a bigger problem at hand. Somewhere in your Rules, you have altered the default State flow. Check all Rules for the Events of:

Before Ticket Closing
Ticket Closing
Ticket Closed
Payment Processed

6

Interesting…
ill take a look, post some screenshots and see where it may have gone wrong.

7

Ok I’m going to first post the break down of my rules In categories stated. Then ill closely take a look at them individually to see what may be affecting the state. IF there is any rule in particular you want more information with, let me know, ill post the screenshots



UPDATE:
Here is the Ticket closing Rule

8

Show the 2 Rules for the Event of: Before Ticket Closing.

9

before ticket closing1.jpg721×510 54.8 KB

before ticket closing2.jpg707×620 73.3 KB

10

There is the problem, in the PROMO Rule. You are setting Ticket Status State to blank. Remove these Actions from the PROMO Rule:

Update Ticket Status
Mark Ticket as Closed

11

in this case, would it be easier to add the update promo state with the ticket payment check rule? that way we wouldn’t need a second rule specific for the promo?

12

Yes, you can do that. Delete the PROMO Rule and add the PROMO Action into the default Rule, probably as the first Action.

Though personally, my preference is to not alter, change, add, or remove anything regarding default Rules, so I would keep the PROMO Rule as-is with the single Action.

13

That’s a fair call. Thanks for that :). As of now, that has fixed the issue, and I’ve decided to keep the second rule there and they all work :slightly_smiling: Really Appreciate the help