Resolved tickets should reopen on automatic reply
complete
Ł
Łukasz Cichoń
As a user if I resolve ticket by sending an email and receive the autoreply (ex. Out of Office reply) this message will not reopen ticket like it would happen when client send standard email. In autoresponse email client might specify replacement contact person. If the ticket is not reopen it's not shown in Dashboard and person resolving the ticket might miss important information from client. All kind of incoming emails should reopen resolved tickets.
Kamal Saran
complete
This is working as expected. In Summary -
If enate end-user sends an email to the client during OOO, we will receive the email and attach it to the work item.
If this is auto-generated (Like send email action) from the Enate then the client system will not respond back. This is Outlook/mailbox behaviour to automated emails.
Kamal Saran
under review
Kamal Saran
open
Kamal Saran
under review
S
Stephen Bray
Yes totally agree with this request, a similar business request was raised by our organisation.
Operations issued a renewal and an out of office reply came back to advise the addressee was on maternity leave. The person who issued was not aware of this and the ticket was resolved/completed and not followed up.
All emails should reopen the ticket in the feedback window.