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Does Next Gen HR Help Desk have a built-in automatic Request re-open function?

in Help Desk 12 comments

Currently in our Legacy Help Desk setup (B2B) Service, employees have the ability to re-open SRs that were "Resolved" by sending a new message to the SR or composing a message and posting it, as long as it is in the 5-day window before the SR is set to "Closed".

We are now moving over to Next Gen HR Help Desk with a new implementer, and we are struggling to find how to set this up. Is this something that is just a Administrator Profile Option to toggle, or does this functionlity not exist without some addition setup like groovy code, etc..? Or is this standard functionality that is just supposed to work? I can't seem to pinpoint how this is setup, or I just am not aware that it is not an option out-of-the-box for Next Gen HRHD. Any information is appreciated. Thank you!

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