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Requirement to reopen the resolved SR when there is any customer entry to it. — Cloud Customer Connect
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Requirement to reopen the resolved SR when there is any customer entry to it.

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Summary:

We have a requirement to reopen the resolved SR when there is any customer entry to it. We have created new status value, i.e., Reopened. We have also created the script, but somehow it is not functioning; the status value is not changing to reopened after customer entry.

Content (please ensure you mask any confidential information):


Version (include the version you are using, if applicable):

Next Gen Redwood Helpdesk

Code Snippet (add any code snippets that support your topic, if applicable):

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