when requester reply to [Resolved] request, status changed to [Open]
Hi here,
SDP version: 8.1.0 Build 8127
When we add a resolution and set the status as Resolved, the requester will be notified.
If the requester replied to the request (without changing the status), that request will have its status changed to Open.
I've set the following settings:
Admin > General > Self-Serv
ice Portal Settings > When the requester replies through E-mail to the closed requests. Perform the following:
Append the reply as conversation to the request and notify technician
This settings works when the status is Closed.
But not when it's Resolved.
Thank you.
SDP version: 8.1.0 Build 8127
When we add a resolution and set the status as Resolved, the requester will be notified.
If the requester replied to the request (without changing the status), that request will have its status changed to Open.
I've set the following settings:
Admin > General > Self-Serv
ice Portal Settings > When the requester replies through E-mail to the closed requests. Perform the following:
Append the reply as conversation to the request and notify technician
This settings works when the status is Closed.
But not when it's Resolved.
Thank you.
Topic Participants
Anonymous 332
Julia Sudakov
fbravo_me
ServiceDesk Plus