chriscorcoran Posted March 9, 2021 Share Posted March 9, 2021 In my business process when a call is resolved it goes back to the service desk team for a period where it is either automatically closed by the timer or manually closed by the analyst. We had a case this week, where a call was resolved, then reopened (before it was closed). The reopened call followed the process and went back to the team but because it was marked as resolved it automatically closed after the set time in the process, so the person working on the call lost visibility of the ticket from their view. Can anyone suggest a better way so that if a call is reopened it stops closing automatically and must be resolved, or passed back to the service desk a second time and closed manually? Link to comment Share on other sites More sharing options...
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