FEATURE: Site Option to Reopen a closed call Ticket

Site config option to re-open a closed ticket.

Not all deployed releases have this feature enabled, and if enabled will have their specific requirements on how to adjust the setting. Taking into consideration of reporting. The re-open time can not be greater than reporting time. By default a note is reported on 8 hours after it is closed, but can be also may be configured differently specific to organizations requirements.

The following site settings belong in the site config file to give the ability to the users to reopen their own closed tickets within 2 hours of closing.

In order to give access to super admin or other access level to re-open anyones tickets, the second option should be equal to the numerical value requested and permitted by the organization authority.

$_SESSION[cfg_ticket_reopen_time]=7200;//2hours

$_SESSION[cfg_ticket_reopen_access]=false;//lowest access that can re-open a ticket that is not theirs

• Related Articles

• Opening a closed Triage Note or Ticket

  Opening a closed Triage Note or Ticket There is no option to re-open NOTE if the note is properly closed.  However, there is a button to RE-OPEN call ticket. Which is found in the HISTORY tab. The timeframe to reopen a triage note may different based ...

• Click to Call (C2C) button.

  C2C & How to Report a Problem WHAT IS CLICK 2 CALL - Calling a patient and recording the call is required by the Telephone Triage team to use on every call when communicating with patients.  We call this CLICK TO CALL, or in shorthand referred as ...

• TICKET CLOSE BUTTON: GREY vs GREEN button.

  If you noticed the "GREY" on the CLOSE TICKET, rather than being "GREEN". This indicates a note is still open. Its a helpful warning the nurse has not yet closed everything before closing the ticket.  Typically you can click on the "GREY"  "CLOSE ...

• PDF and CLOSED notes are not showing correct On Call doctor.

  If a closed note, a note PDF, or a faxed note, shows that no doctor is On Call, or shows the Answering Service information rather than the On Call Doctor. This practice has a Default On Call Doctor in the Manage Practice page. Unfortunately this ...

• Call stuck in Unassigned Queue, possible issue with submitting the ticket

  Sometimes a ticket will end up literally stuck in the Unassigned Queue, where as nobody can claim the call to close it out. This is not a bug, but a backup precaution to prevent idle tickets from the Answering Service from not being completely lost, ...