Hi, when a customer comments on ESC, the case will reopen as ready. However, the case does not appear on the HR advisors 'assigned to me' due to filtering I believe (it looks at active records), but when removing the ''active'' filter I can find the specific case that was reopened and the status is ''ready'' but somehow workspace sees it as false active.
Any ideas where should I start from in fixing this issue? FYI I'm the admin.
