Status Change on new reply.
The status do not automatically switch from "OnHold" to "Open" when a response from the Requester arrives. Enable below configuration to automate the same.
Go to Admin >> Self Service Portal >> Enable the below option
Also, it does not switch from Resolved to Open if the requester replies to the email
Go to Admin >> Self Service Portal >> Enable the below option
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Scripts to update request status when a new reply is received.
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This report helps to find the reason for the request that are placed onhold To make any changes to a query, refer to the KB article below. https://pitstop.manageengine.com/support/manageengine/ShowHomePage.do#Solutions/dv/24000633501275 SELECT ...Update Request Status upon Receiving a New Reply from Technician
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