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Incident Status on Customer Reply

Received Response
edited Jan 10, 2014 4:33AM in Agent Desktop 8 comments


I am working with Email Incident Management.

The status of the incident automatically changes to Updated when the customer replies through Email. Is there any way to keep the status unchanged when the customer replies through email. i.e. If the incident was in solved Status , it should remain solved even after being updated by the customer. If it was unresolved, it should remain unresolved.

I could find a configuration setting Which says what the status will be when incident is updated by an Agent, but not for the customer.

Any Suggestions?

Version- November 13

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