We have setup SD+ with a "Resolved" status in the system (configured as a Completed status event).

Out technicians are only able to Resolve a call, we then use the auto close feature after 7 days of resolution.

The problem we have is that users often reply to our Resolution email with "Thanks".... when this conversation is added to the call via email the call gets re-opened.

We have set the option "When the requester replies through email/portal to the closed requests. Perform the following:" to "Append the reply and notify technician".

This works fine for when the call gets Closed but not when the call is in a Resolved state.

Anyone got a viable work-around?

Or can ManageEngine put onto the development list the change of the above configuration option so it take affect on all "Completed" statues rather than just the Closed status.

Thanks.