For recent requests, we'd prefer if customers add a comment to the previously resolved request however some (all) customers have trouble remembering how to view "Closed" requests in the customer portal.
We're hoping we can set a pre-Resolved status for requests that may require a confirmation or a grace period so customers still see the Request as open but we're not sure what it should be named or even if it should be a "To Do" Status Category or an "In Progress" Status Category.
We've set the pre-Resolved status, currently named "Testing", to pause the SLA and an Automation to transition to Resolved if the request has no comments in X days.
I tried to set direct transitions between statuses, but everyone kept asking for a way to move to additional statuses so now most of the statuses have a global transition, but they are conditional. No statuses show during the Waiting for Approval status and only Reopen shows when the ticket is Resolved/Canceled and I set the ops-sequence properties to show some coherent order or statuses in the Request dropdown.
Hoping for some suggestions on what to call this pre-Resolved status, currently named "Testing", and if there are any other settings we should consider.
