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Showing results for tags 'resolved calls'.
I was wondering if anyone can help, I have found a bit of a 'hole' in our process! When a request is in a resolved state, if a customer sends an email response to an 'update' email then this adds the update to request but the analyst doesn't see this as the job is resolved and this does not re-open the request therefore after 7 ish days the job closes with the follow up being missed. With 'closed' requests these emails are set not to apply and so our Service Desk can then decide the most appropriate action, can this be implemented for resolved requests?
We have noticed that even though we have the setting turned on not to allow requests to be resolved with open activities we have found a couple of jobs that are resolved with open tasks (see below) Is there something that has changed that means that these are now be closed without completing tasks?
At present when an email drops in to the Service Desk mailbox, if it has a call reference in the subject line, it is automatically added to the call. Is there a way of the rules looking at the status of the call, and if it's resolved or closed not appending it to the call? Claire