Hi there,
I've configured an automation rule, that should enable customers to reopen closed tickets when the add a comment.
Unfortunately the tickets are now also reopened, if an service desk agent closes the issue with a comment in the ResolveIssue Screen.
Is there any way to circumvent this?
Any help is highly appreciated.
Best regards
Michel
Add a condition to the automation rule that ensures a customer can only reopen tickets that are closed.
If you need more help, please post a screen shot of your workflow and automation rules.
This condition is already part of the automation rule. But the issue is, that when a agent closes an issue the following is visible in the history:
So the issue is that the comment is added, when the issue has already been closed with the closeissue dialog.
Any ideas how I could add the condition "only via customer portal"?
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