Unable to resolve requests
When a technician resolves a ticket, the ticket gets re-opened automatically. Here is the workflow:
Tech clicks the resolution tab.
Tech enters the resolution and updates request status to resolved.
At this point the tech gets an e-mail saying "Request ID :#### has been Re-Opened by the user."
The request then goes back to open status.
The user still gets the e-mail saying "Your Request with ID :#### has been Resolved."
How do we fix this?
Tech clicks the resolution tab.
Tech enters the resolution and updates request status to resolved.
At this point the tech gets an e-mail saying "Request ID :#### has been Re-Opened by the user."
The request then goes back to open status.
The user still gets the e-mail saying "Your Request with ID :#### has been Resolved."
How do we fix this?
Topic Participants
Byron Williams
ServiceDesk Plus
Laura B
Marlon Santa Catalina