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Using the reopen text in a request

Adrian Simpkins

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Hi all,

A requirement has come up recently where we would potentially want to use the Reopened request text captured in the portal when a Customer reopens a request. I understand that there may be some reasoning behind this not currently being available as the customer is reopening the request, so should in theory already know the reason why they reopened it.

However, we are finding customers who raise multiple requests struggle to work out what they reopened and why they reopened it so we were hoping to inject the Reopen comments into an email but I believe this is not currently written to the database, so I wanted to see if this is something that could be added perhaps? Of course if I have missed this and it is written somewhere into the database can anyone confirm what data field this is written to please?

Many thanks !

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