Hi,

We are using SDP 9012,

We have implemented some custom "resolved" status types.

Problem is that the system treats them like a "closed" status instead of the resolved.

Which means the requester never get an email saying the call has been resolved (instead they get "your call has been closed"), Calls arn't automatically converting to closed status after 3 days (mainly because they are seen as already closed).

How can we change custom "Completed" status types so that they don't default as closed?

Thanks,

Ben

IT Support Officer