Forum Discussion

Costas Fakebook's avatar
Costas Fakebook
New Member
9 years ago

Re-open incident if customers reply with email

I set my service desk to close incidents with no reply from the customer after 2-3 days and works fine.  If the customer replies to the incident through an email, the incident remains closed and just ...
Question
AmberW's avatar
AmberW
GoTo Contributor
9 years ago
Hi Costas!  

I would try the following Account Wide Trigger: 

Configure >> Account Wide Settings
Triggers tab
Give your trigger a Title
For WHEN do you want your trigger to occur? 
    1. "Customer"  is  "Any Customer" 
    Add Another+
    2. "Responded at"  is in the next  "6 month"  (time is example) 
    Add Another +
    3. "Open/Closed"  is  "Closed" 

Make sure to select "ALL of these rules must be met" 

For WHAT do you want to happen? 
   1. Reopen 

Click on Save