Tickets not re-opened when replied by user
We have a problem with Servicedesk Plus 5504. When a user replies to our e-mail the ticket is not always opened again.
This is what happened friday:
Request History [Notification History]
Created by System on Fri, 06 Oct 2006 15:18:03
Operation : CREATE , Performed by : System
Updated by Bas on Fri, 06 Oct 2006 15:33:54
Request Updated by : Bas
Group changed from New requests to Request for change
CREATEDTIME changed from 6 Oct 2006, 15:18:04 to 6 Oct 2006, 15:33:54
Technician changed from None to Bas
Time of technician assignment changed from None to 6 Oct 2006, 15:33:54
Closed by Bas on Fri, 06 Oct 2006 15:39:55
Operation : CLOSE , Performed by : Bas Koot
Merge by System on Fri, 06 Oct 2006 20:46:31
Request Merged , Performed by : System
Request id 4767 is added as conversation for the request.
As you can see, the ticket is not opened again. Because of this I missed the reply, but the user told me he replied so I looked at it.
This is a big problem for us, when a ticket is being handled by an agent an e-mail reply is sent and then the ticket is closed. If the solution is not good enough for the user or another question is being asked we want to know that so we can help our user/customer.
In the past (before version 5504) this was working without problems. Can you please fix this as soon as possible?
This is what happened friday:
Request History [Notification History]
Created by System on Fri, 06 Oct 2006 15:18:03
Operation : CREATE , Performed by : System
Updated by Bas on Fri, 06 Oct 2006 15:33:54
Request Updated by : Bas
Group changed from New requests to Request for change
CREATEDTIME changed from 6 Oct 2006, 15:18:04 to 6 Oct 2006, 15:33:54
Technician changed from None to Bas
Time of technician assignment changed from None to 6 Oct 2006, 15:33:54
Closed by Bas on Fri, 06 Oct 2006 15:39:55
Operation : CLOSE , Performed by : Bas Koot
Merge by System on Fri, 06 Oct 2006 20:46:31
Request Merged , Performed by : System
Request id 4767 is added as conversation for the request.
As you can see, the ticket is not opened again. Because of this I missed the reply, but the user told me he replied so I looked at it.
This is a big problem for us, when a ticket is being handled by an agent an e-mail reply is sent and then the ticket is closed. If the solution is not good enough for the user or another question is being asked we want to know that so we can help our user/customer.
In the past (before version 5504) this was working without problems. Can you please fix this as soon as possible?