I have a customer ticketing tracking system I have developed myself. I want to allow users to reply to a ticket, which will add their reply in the notes section of the ticket in ManageEngine Servicedesk Plus which our Techs use to work tickets. Also, if the ticket is closed I would like this reply to open the ticket back up again. I have tried running Insert statements to the notes table only for it to show it was successful and the record as being there (in the DB)  but then it disappears (the note addition never actually shows in the application, however). Also, I tried to open a ticket from the database updating the workorderstates and workorder tables but even though the records appear to update in the DB the ticketing system still shows the ticket as closed. What gives here? Is there something I'm missing? Could you provide me with the update statements for Opening a ticket and closing a ticket? Also, what about the insert statement for adding a note to a ticket? Any help would be greatly appreciated!

 

Tom K