Support enquiries can be reopened by the support team in special circumstances: either because the enquiry was closed due to lack of feedback from the customer, or because the same problem has reappeared.

Customers do not have the ability to reopen a closed enquiry from their customer area. The support team must first investigate whether 1) the issue is affecting the same version, and 2) the symptoms are not being caused by the presence of another bug.

If the bug is indeed identical to the one originally opened, the support team can evaluate the possibility of reopening it. If the support team deems it more appropriate to start investigations with a new enquiry, the old enquiry can be referenced to ensure useful information is not lost.

Please note that the use of Trouble Reports can mean that if a support enquiry is identical to an earlier one which has been closed, the Trouble Report can be reopened rather than the enquiry itself. This is because once a bug is logged with the developers (via the Trouble Report list), a workaround or fix is provided if possible, and the support enquiry is closed. The bug is then tracked via the Trouble Report listing.