Reopen a resolved ticket

[marien-probesys]

As technical,
I want to reopen a ticket marked as resolved (because it wasn't a solution after all),
so I have it again in my list of "in progress" tickets and treat it again.

Requirements / comments:

• it is important to distinguish the "resolved" and "closed" status (closed tickets cannot be reopen)
• if the ticket has a solution, it should be possible to refuse it (
• if the ticket has no solutions, we should still be able to reopen the ticket via the "actions" button
• reopening a resolved ticket should not always be possible (e.g. after a certain time) → it should probably be an option set by admin
• users should also be able to mark a ticket as not resolved if the answer doesn't match their expectations

[marien-probesys]

Different options exist to put a button:

1. under the text editor (like "mark as solution" which could be changed to "mark as unresolved")
2. directly on the solution
3. next to "XXX added a solution"
4. in the actions menu

My preference goes to the first option as:

• it is available even if there is no solution
• it's more intuitive from a user perspective
• it fixes the weird situation where "mark as solution" is still visible (but disabled) while the solution is given