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Showing results for tags 'cancelled requests'.
Can calls, cancelled in error, be set back to open status? I have accidentally cancelled a call and was hoping there may be a way to amend its status, kicking the workflow back in.
Currently we are able to control and disable updates to 'Closed' requests in the Service Manager > Advanced Settings, using the specific settings below. However by default 'Cancelled' requests can still be updated automatically by email, resulting in updates being missed. When requests are logged under the incorrect service, we cancel the original on and re log the request, however sometime the external customer will reply with under the original request reference not the replacement one. Can we request an enhancement either to include 'Cancelled' request within the behaviour of the current settings above, or add a new set of settings for cancelled requests. Cheers Martyn