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Oct 01, 2019 at 11:01 AM

ITSM Status Change upon customer reply


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,