My support ticket was marked Resolved, but I have more information to add. What should I do?

You may reopen a Resolved ticket by clicking the Reopen button which is in the row of buttons at the bottom of the View Issue Details area. Tickets generally stay in Resolved state for approximately 30 days, after which they are administratively Closed. Closed tickets may only be reopened by administrators and developers.

If you have missed your window of opportunity to reopen a Resolved ticket and it has been Closed, you should open a new ticket and just add a reference the Closed one, as in, “This ticket follows onto the issue reported in ticket #nnnn.” Depending upon the particular circumstances, the ticket assignee may resolve the new ticket as a duplicate of the original and then reopen the original for you, or may simply pick up the issue in the new ticket.

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