Jump to content

Requests being Responded to by Email when Status is Closed


JoanneG
 Share

Recommended Posts

Good Afternoon

Please can someone advise me on the change I would need to make on the Business Process, for the following senario:

On a request being within the closed status, we are having some users replying to emails or updating requests even though the status is Closed. When this is happening we aren't notified of this update.  Therefore I am looking at setting up a reply email if possible, to request the user to log a new request or contact the service desk.

Link to comment
Share on other sites

Once a Request is closed there is no Business Process active, so changing that is not going to assist in this scenario.

There are settings (app.email.routing.rules.allowClosedCallUpdates.*) that you can use to prevent these updates but there is no Auto Reply feature to ask for the new Request to be raised, that would have to be a manual response.

Link to comment
Share on other sites

Hi @JoanneG

There are Service Manager settings that will help with this - do you have the below settings set to 'on'? 

image.png

You can find these settings in the Service Manager Application settings in the admin pages here:

image.png

  • Like 1
Link to comment
Share on other sites

Create an account or sign in to comment

You need to be a member in order to leave a comment

Create an account

Sign up for a new account in our community. It's easy!

Register a new account

Sign in

Already have an account? Sign in here.

Sign In Now
 Share

×
×
  • Create New...