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Customer Email Response on Portal Raised Request Opens New Issue

Hi All,

When a customer raises an issue via our Portal and then request is closed, if the customer replies (to reopen the issue), a new issue is created instead of reopening.

I can confirm the 'reporter' is set as the customer's email address and therefore should have permission to reopen.

This behaves differently if the issue was originally raised via email, it works as expected.

The workflows between email request and portal request are identical.

This is in next-gen servicedesk.

1 answer

I've managed to rectify this by changing the automation.

Although, I believe the logic was already correct. I've opened it up to allow anyone to reopen the issue.

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