Ticketing system no longer automated

What I did was close the ticket myself and refer to it as xxxxx-xxxxx in the new ticket.
The gm then searched the ticket (both tickets) and actually stated that he had gone through the information in both, saw that it matched, and would award me the loss.

I may try that, was wary of closing and resubmitting a ticket since then it'd have been submitted way past their "7 days after being hacked" window if so.