Reopen Resolved incidents when updated from email
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06-04-2024 08:31 AM
We have come across an issue with the latest patch, and looking to see if something was not updated.
Previously when we Resolved an incident a user could reply to the email and it would re-open the incident and set the state from Resolved to In Progress.
Since the latest hot fix, this doesn't seem to happen.
The incident stays resolved and eventually closes, and the user then calls to complain that it was not fixed and only then do we catch that the incident was not re-opened.
Is there a business Rule or Inbound action I should review?
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06-04-2024 08:34 AM
For me that is in the Update Incident (BP) inbound action.
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06-06-2024 06:30 AM
Looking at that it looks like the user has to put PLEASE REOPEN in the subject line.
Gonna dig a bot
thanks!
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06-06-2024 07:28 AM - edited 06-06-2024 07:29 AM
Normally there is a mailto link in the resolved notification that opens a new one with that subject line. It is best this way because I have seen it with other ticket system were you just reply and it reopens the incident. The problem with that is I have seen a lot of users who reply just to say thank you which reopens the incident when there was no reason for it.
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06-06-2024 09:08 AM
Looking at the template.
Now I have a bigger issue..
In our resolved notice it has a Click here to review
and it takes the user to Employee Center, which we don't use.
lol
