Hello everyone, 

Im using ServiceDesk Plus Cloud and Im trying to give to requesters the oportunity of reopen a resolved incident.

When I finish a work I change the incident state to resolved (not closed), so the requesters receive an email with an advice and the oportnunity to confirm that the problem was solved or not.

If they say its solved, the ticket state changes to closed.

If the issue was not resolved they must reopen the incident from that email. Is this possible?

DATA:

- In most cases that requesters dont login on the self-service portal, for that reason im trying to do it from the email the receive.

- Im not working with Life Cycle, is the default incident template. 

Thanks regards!