Track time and history for Reopened requests

[Saad]

Hi folks.  We create issues from emails and once we reply to client our issue is closed/resolved. 

we track assignee/reviewer and time spent which is easy

However if client responds after a month asking for new info, we start to have a problem. The new comment Reopens the issue and we might need to have a new assignee and new set of workings/internal comments. It becomes very convoluted in Comments section.

Also it becomes harder to track time and SLAs . Is there a simpler way of achieving this in SD?

[Jack Brickey · Accepted solution]

change your workflow to not allow reopening on old issues on comment. consider closing and opening a new one on the customer behalf w/ an explanation.