Adrian Simpkins Posted February 8 Share Posted February 8 Hi All, Despite numerous reminders out to team leaders / managers to remind staff that once a request is closed there is no automation, I am still struggling to get the concept over that if a closed request has to be reopened they must send any communications manually as the automation ends at closure. Of course the correct procedure would be to avoid reopening a closed request in the first place, and to raise a new request but this is not always possible, so I am trying to think of a method to highlight how to handle these closed but reopened requests to the owning teams. So I wanted to check does the Update node in a closed but reopened request still function and send an update email to the customer? Currently I am seeing staff just update the resolution tab more often than not, and of course this does not spawn an email on the closed request so wanted to check if they use the Update node instead would this spawn an update email still? And out of interest how do other customers of Hornbill handle their closed requests which are subsequently reopened? Do you see similar issues as to mine? Many thanks as always Link to comment Share on other sites More sharing options...
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