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Custom Resolution Status doesn't make the SR status back to In Progress

Summary:

Hi All,

We have created two new custom resolution status "Resolved (Self Service)" & "Resolved (Non-Self Service)" in the helpdesk module.

The SRs which are resolved with above status, when the employee enter a comment, the SR is not getting reopened (status = in progress). This works for seeded Resolved status but not for our custom status.

Can you please suggest how to configure this setup. We are on Classic Helpdesk, so above statuses are created under task: -

Manage Service Request Status: -

Classic Helpdesk SR :-


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