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
Costas Fakebook's avatar
Costas Fakebook
New Member
9 years ago
I think the trigger did not worked. 
Below is the trigger I set and the activity log for an incident which has been closed and then the customer replied with a email comment and it was not reopened.