cancel
Showing results for 
Search instead for 
Did you mean: 

ITSM Status Change upon customer reply

0 Kudos

Good day.

Hi Experts,

I am having an issue with regards to the automatic status change as the user replies to an incident.

Initially when the user reply to an incident it change the status of a ticket from Customer Action/Proposed Solution to Sent to Support. But now, I am wondering why after the user replies to the incident the status of the incident becomes In Process instead of Sent to support from a status of Customer Action/Proposed Solution.

Hope you can enlighten me why does it happens.


Thank you,
Raph

Accepted Solutions (0)

Answers (0)