Hello everyone,

We've recently encountered an issue where reopened tickets are incorrectly going overdue, even after they've been resolved and completed.

Our manager suggested creating an automation that automatically tags a ticket with "reopened" whenever its status changes back to open. This would help us differentiate these tickets and manage their due dates effectively.

We've tried implementing this using business rules and other triggers but haven't been able to figure out the correct configuration.

Could someone please help us understand if this type of automation is even possible within SDP? Any insights or guidance you could provide on how to achieve this would be greatly appreciated.

Thanks in advance for your help!