Self-Service Portal Settings
Under Self-Service Portal Settings I see the option "Do you want to allow requesters to close their own resolved requests?". We have that set to YES. How do the users actually close their own requests?
Also under Self-Service Portal Settings I have "when the requester replies to the closed requests. Perform the following:" Set to Reopen the same request with 1 day from closed time. Else, create as a new request. The 1 day time limit is not being honored. Just today I had someone reply to a request that was closed 7 days ago and the ticket got reopened.