Incidents Status Not Changing #460
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Hello, we are having some issues where when someone comments on a resolved incident by sending an email, the comment is being added, but the incident's status is not changing to Active even though we have these settings picked:
Am I not understanding these settings correctly or is something not working? Thanks! |
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Replies: 1 comment 1 reply
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Great question! This feature only works as long as the Work Item is not Resolved or Closed. The rationale behind this being, if it were allowed it would open a way to bypass the formal reactivation of the Work Item wherein the following fields would be reset/nulled out:
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That clears things up, thank you! |
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Great question!
This feature only works as long as the Work Item is not Resolved or Closed. The rationale behind this being, if it were allowed it would open a way to bypass the formal reactivation of the Work Item wherein the following fields would be reset/nulled out: