Re-Open Resolved Ticket on Update of any kind

[Osman]

Afternoon All,

I have been having a little look around and have found allusions but no clear solutions. At the moment, all tickets Resolved will not automatically reopen when a user responds to an email. Looking at the BPM, this looks to be intentional as we have a timer that only waits for a Status change. There is a node available for Suspending until Request Update. I have looked through the documentation and can't find a definition for what constitutes and Update. Would this include an email response? Also, is there any reason we would not reopen on user response? 

Thanks

Osman

[Steve Giller]

47 minutes ago, Osman said:

Would this include an email response?

No. An update is a Request Action - and will show as "Update" in the Timeline:

Using Request Substatuses will allow you to set the following in the Service Portfolio:

which will change the status when an email update is applied.

More details are available on the Request Sub-statuses page.
You may also with to review the Service Details page and its related pages.

[Ilyaas]

hi @Steve Giller

 

re above just looking into something similar myself. once resolved i have set sub status to "x" in the BPM 

service portfolio mentions relevant functions 

im unclear what the BPM should show to enable a request to be reopened once a reply is received to a resolution email.

i suspect it would be suspend > wait for request update / wait for request email or something of this kind and if successful update to status open and wait for resolution again, if expired etc continue the BPM process.

whatever i have tried just doesnt seem to be working. any help would be great note i do not necessarily want to place the request on hold pending a response, on resolution and a email recipient replying, it would be preferable for the status to change from resolved to open 

 

i have tried a number of different variations re the below just cannot get it to work as intended

 

any help would be fantastic

[Steve Giller]

The Sub-status of "Update Received" is an active status, so the Suspend->Wait for Off Hold would be the correct option here.

[Ilyaas]

Thanks steve, i have just tried this

updated BPM node to the below 

sub status is added to pending update

** automatically opens the log again before a response has been provided **

its as though because the request status is not on hold it automatically kicks in and moves back to open without waiting for a request update

 

[Osman]

Afternoon All,

Coming back to this after a prolonged break. Not sure that the above applies to my original query. This all seems to relate to tickets that are Open but have a different sub-status such as On Hold. That is not the scenario I originally raised. I am referring to a situation where a Ticket has been Resolved and during the interval between Resolution and Closure the Customer emails in an update of some sort that the Ticket should automatically re-open.

This is not happening and I am at a loss as to why not. Just about every other ITSM I have administered has this feature out of the box.

Thanks

Osman

[Osman]

Morning All,

Just thought I would drop a message to see if there has been any progress with getting this resolved?

Thanks

Osman