Requests "Last Updated Time" is not updated when replies are received via emails - only on direct request update.
Dear ServiceDesk Team,
As an admin, I'm sorting out tickets based on "Last Updated time" in descending order to follow up and see what are the latest responses and if there is something I should do from my side.
A user sent me a reminder for a specific request to my own email when he noticed I didn't take an action on a specific ticket where he updated it by sending an email to the helpdesk email a couple of days earlier.
I went and checked and found that the request contains his reply which was on "13/02/2016" however the "Last update time" field shows "02/02/2016".
Is there something to workaround this or is this something you can fix?
Regards,
Muhammad Haddad
As an admin, I'm sorting out tickets based on "Last Updated time" in descending order to follow up and see what are the latest responses and if there is something I should do from my side.
A user sent me a reminder for a specific request to my own email when he noticed I didn't take an action on a specific ticket where he updated it by sending an email to the helpdesk email a couple of days earlier.
I went and checked and found that the request contains his reply which was on "13/02/2016" however the "Last update time" field shows "02/02/2016".
Is there something to workaround this or is this something you can fix?
Regards,
Muhammad Haddad
Topic Participants
Muhammad Haddad
Sriram K.S
alagarraja a
Alison CHRISTIE-UPTON
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