1 Reply Latest reply on Dec 15, 2015 12:43 PM by smokeandmirrors

    Status - Waiting for Customer re-activates when ticket receives e-mail reply

    edwardp@bayportfinance.com Rookie

      The Current Status - Waiting for Customer, pauses the Escalation Clock.
      But we find when a customer replies via e-mail to a ticket (Incident), the ticket status switches from Waiting for Customer to Active.

      We cannot find any quick action or business rule to disable the status switch from Waiting for Customer to Active.

      Any one else experience this issue and has a solution ?

      Posted 12/8/2015 1:15 AM