Sorry, not sure what happened with your ticket getting closed. Unfortunately closed tickets cannot be reopened.
Please open a new ticket and feel free to quote the old ticket number in your message.
thank you very much for the quick response.
I don't know if you have contact with the Support Team that answered to my previous ticket, but I would be grateful if you could contact "Niki", he/she was the previous technician that answered to me.
I did create a new SR# with a reference to this forum post and to the previous SR# in case they want to know why I created a second one, like you suggested.
My new SR# is: 8200838379
Thank you once again.