Reopen Ticket

Move a RESOLVED or CLOSED ticket back to OPEN. Clears resolvedAt + closedAt. Owner-only. Fails if the ticket is in any other status.

POST /api/v1/tickets/:ticketId/reopen — 🔑 Bearer

Transitions a ticket from RESOLVED or CLOSED back to OPEN. Both resolvedAt and closedAt are nulled in the same update. Use this when the user's underlying issue wasn't actually solved and they need an agent to look again.

Only RESOLVED and CLOSED can be reopened. The transition map says RESOLVED → CLOSED, OPEN and CLOSED → OPEN. Trying to reopen an already-active ticket (OPEN, ASSIGNED, IN_PROGRESS, WAITING_USER, WAITING_INTERNAL) returns 400 support.ticket.invalid_transition with the current status in the error payload. The transition validator runs before the ownership check.

Error precedence: not-found > invalid-transition > not-owner. The validator runs findUnique first (404 if missing), then checks the transition map (400 if not in RESOLVED/CLOSED), and only then does the ownership check (403). So if you try to reopen someone else's already-OPEN ticket, you get 400, not 403 — the existence + state of the ticket are revealed before authorization. Worth knowing if you build any abuse rules around this.

No notification fires from this endpoint. Unlike create and reply, the reopen path doesn't emit any ticket_* event — the admin/agent will see the ticket back at the top of the OPEN queue on their next refresh, but no push/email is sent.

Request

Path parameters

Param	Type	Required	Validation	Notes
`ticketId`	string (UUID)	✓	`ParseUUIDPipe`	Your ticket — must currently be in `RESOLVED` or `CLOSED`.

Headers

Header	Required	Notes
`Authorization: Bearer <accessToken>`	✓	Global `JwtAuthGuard`.

No body.

Response

`200 OK` — `SuccessOnlyResponseDto`

{ "success": true }

After this returns, fetching GET /tickets/:ticketId shows:

status: 'OPEN'
resolvedAt: null
closedAt: null
existing messages[] unchanged (no new system message is appended)

The ticket is now back in the agent queue with no assignment carry-over (the previous assignedTo value is left as-is — only status, resolvedAt, closedAt are touched).

Errors

HTTP	Code / `i18nKey`	Reason
`400`	(`ParseUUIDPipe`)	`:ticketId` is not a UUID.
`400`	`support.ticket.invalid_transition`	Ticket is in a status that doesn't allow `OPEN` (anything except `RESOLVED` / `CLOSED`). Payload: `{ currentStatus, targetStatus: 'OPEN' }`.
`401`	(guard)	Missing / invalid bearer token.
`403`	`support.ticket.not_owner`	The ticket exists, is in `RESOLVED`/`CLOSED`, but belongs to another user. (See note above on error precedence.)
`404`	`support.ticket.not_found`	Ticket does not exist.

Side effects

Decode bearer; ParseUUIDPipe validates :ticketId.
Transition validator first: prisma.ticket.findUnique({ where: { id } }). Missing → throw 404. Then check status is in ['RESOLVED', 'CLOSED']; if not → throw 400 invalid_transition.
Owner check second: if (ticket.userId !== userId) throw 403 not_owner.
prisma.ticket.update({ where: { id }, data: { status: 'OPEN', resolvedAt: null, closedAt: null } }) — no transaction (single row write).
No notification, no log mutation, no message append. The audit trail of "user reopened" lives only in the status/timestamp diff.
Return { success: true }.

Code samples

curl -X POST https://api.bio.re/api/v1/tickets/a1b2c3d4-e5f6-7890-abcd-ef1234567890/reopen \
  -H "Authorization: Bearer $ACCESS_TOKEN"

async function reopenTicket(
  accessToken: string,
  ticketId: string,
): Promise<void> {
  const res = await fetch(
    `https://api.bio.re/api/v1/tickets/${ticketId}/reopen`,
    {
      method: 'POST',
      headers: { Authorization: `Bearer ${accessToken}` },
    },
  );
  const json = await res.json();
  if (!res.ok || !json.success) {
    throw Object.assign(new Error(json?.error?.message ?? 'Reopen failed'), {
      code: json?.error?.code,
      // For invalid_transition, the API includes currentStatus in the payload:
      currentStatus: json?.error?.payload?.currentStatus,
    });
  }
}

import { useMutation, useQueryClient } from '@tanstack/react-query';

export function useReopenTicket(ticketId: string) {
  const qc = useQueryClient();
  return useMutation({
    mutationFn: async () => {
      const res = await fetch(`/api/v1/tickets/${ticketId}/reopen`, {
        method: 'POST',
      });
      const json = await res.json();
      if (!res.ok || !json.success) {
        throw Object.assign(new Error(json?.error?.message ?? 'Reopen failed'), {
          code: json?.error?.code,
        });
      }
    },
    onSuccess: () => {
      // status flipped to OPEN, resolvedAt/closedAt cleared
      qc.invalidateQueries({ queryKey: ['support', 'ticket', ticketId] });
      qc.invalidateQueries({ queryKey: ['support', 'tickets'] });
    },
  });
}

Try it

Authorization

bearer

AuthorizationBearer <token>

In: header

Path Parameters

ticketId*string

Response Body

`application/json`

curl -X POST "https://loading/api/v1/tickets/string/reopen"

{
  "success": true
}

{
  "success": false,
  "error": {
    "code": "AUTH_UNAUTHORIZED",
    "message": "Invalid credentials",
    "i18nKey": "auth.login.invalid_credentials",
    "i18nVars": {
      "field": "email"
    },
    "details": [
      {
        "message": "email must be an email"
      }
    ],
    "correlationId": "a1b2c3d4-e5f6-7890-abcd-ef1234567890"
  }
}

{
  "success": false,
  "error": {
    "code": "AUTH_UNAUTHORIZED",
    "message": "Invalid credentials",
    "i18nKey": "auth.login.invalid_credentials",
    "i18nVars": {
      "field": "email"
    },
    "details": [
      {
        "message": "email must be an email"
      }
    ],
    "correlationId": "a1b2c3d4-e5f6-7890-abcd-ef1234567890"
  }
}

{
  "success": false,
  "error": {
    "code": "AUTH_UNAUTHORIZED",
    "message": "Invalid credentials",
    "i18nKey": "auth.login.invalid_credentials",
    "i18nVars": {
      "field": "email"
    },
    "details": [
      {
        "message": "email must be an email"
      }
    ],
    "correlationId": "a1b2c3d4-e5f6-7890-abcd-ef1234567890"
  }
}

Source

Source	Path	Lines
Controller	`apps/api-core/src/modules/support/support.controller.ts`	`80–90` (`reopen`)
Service	`apps/api-core/src/modules/support/support.service.ts`	`130–134` (`reopenTicket` — transition validator + owner check + null timestamps)
Transition validator	`apps/api-core/src/modules/support/support.service.ts`	`36–48` (`validateTicketTransition`), `12–20` (`VALID_TICKET_TRANSITIONS` — only `RESOLVED → OPEN` and `CLOSED → OPEN` allowed)
Prisma model	`packages/prisma/prisma/schema.prisma`	`Ticket` lines `1245–1266`, `TicketStatus` enum `809–817`

Reopen Ticket

200application/json

401application/json

403application/json

404application/json

On this page

`application/json`

`application/json`

`application/json`

`application/json`