Prevent Automatic Reopen on Incidents

[Chris_Wilkinson]

Hi, 

I have been asked to investigate if there is any way of preventing incidents which are resolved from being automatically reopened if the customer replies to say thanks. 

At the moment if a comment is added by the customer the tickets reopen regardless of what the comment was. Essentially we are looking for something similar to the below offed by Freshservice

'Thank you detector'

Is there anything like this for ServiceNOW?

Thanks
C

[Vishnu Prasad K]

Hi Chris,

Identify the script that is causing this reopen, it should be a business rule or any server side script. Open it and modify, If you don't want this reopen scenario working at all, then you can deactivate it.

[Raffy1]

Could not find how the OOTB feature - when a ITIL user reopend the parent incident reopen, all child incident reopened too (OOTB feature). I dig out Biz rules and UI Action etc without success.

COuld you find out where it happens?

thank you,

M

[Raffy1]

Have you figured out how to do it?

If then, could you share the solution?

M

[prasad48]

If it is happening from portal, then there might be business rules . If it is happens only from email replay, check in inbound actions