why does additional comment reopen the incident?

[mikedipilla]

in our incident form a customer will receive an email stating that their incident has been resolved and it provides a link to reopen it if they feel it is not resolved.   Sometimes a nice customer will reply with a comment saying they were satisfied with the service they received and that also reopens the incident.   Anyone have an idea where this is configured?   I appreciate the nice comments from customers but I don't want it to reopen the ticket.   - that's what the link is for.

Thanks for any assistance.

[Frank1975]

Hi Mike,

the only way i could think of would be an Email Inbound Action. You might wanna check the "Update Incident" Inbound Action.

Thanks

Frank

[mikedipilla]

Hi Frank,

Thanks for the reply and good thinking.   We do have the system set up (as I'm sure a lot of others do) to allow the customer to update the ticket via email to provide additional data as necessary or required.   So in the rare instance that the customer is doing this after the technician is marking the incident resolved Service Now is seeing it as data necessary to keep the ticket active.   I'll have to look into how to configure the inbound action to not append the ticket and reopen it if the resolved state is active - but I would still want the customer to be able to do so via the provided link.   Thank you for your help.

[Travers M]

Looking at my out of box notifications, the Update Incident (BP) has the following script in it

if (email.subject.toLowerCase().indexOf("please reopen") >= 0) {

  current.state = "2";

  current.work_notes = "The caller did not feel that this issue was resolved";

Are all of your re-opening tickets adding that work note?   If not, then you have something somewhere that's changing any ticket that gets a comment added via email to re-open and that may be what needs looked at and adjusted.

[David Christian]

I agree with traversm in that something was probably changed to cause this.   We only went live in April this past year, and we have not experienced this.   However, we did implement that if a ticket is in the state of "Awaiting Customer Info" and they reply to an email it will change back to an active state automatically.