Issue: Auto-Reopening of Specific Closed Requests Upon End User's Reply
The user may have configured closed requests to be reopened under Advanced Portal Settings → Request Reopen Settings, but this may not work for specific requests. Therefore, please investigate whether a lifecycle is associated with the request. If not, verify whether the request reopen settings have been correctly configured for the selected status, as the request status could also be a custom completion status.
Steps to follow if a lifecycle is associated with the request:
- Navigate to the lifecycle associated with the request under Setup → Automation → Lifecycle and select the lifecycle.
- Check if there is a transition available from the closed status to the open status of the request.
- If no transition exists, create one (without adding any action) and check if the issue persists.
- If the issue remains unresolved, kindly reach out to support with all the relevant details.