When you - (as a requester) reopen a ticket the status in the HPD:HelpDesk remains resolved. When a ticket is reopen there is no Email Notification I believe this is a bug that is fixed in Patch 5 as we had the same issue. There is also a KB on the remedy website that has an attached def file to resolve the issue.
KM-000001007502 Cannot add a worklog or re-open request Date: Mon, 20 Aug 2007 14:55:23 +0200From: [EMAIL PROTECTED]: Re: Requester consol - Incident Management.To: [EMAIL PROTECTED],open the Requester Console, and try looking in the "Request Errors -> View requests wit Errors".Perhaps there has been some error while reopening the incident.Best RegardsMarcin Waśkiewicz On 8/20/07, Rami S Ayoub <[EMAIL PROTECTED]> wrote: ** ** And how we will handle this service request? , I mean for me as support role how I will know that the user looking for service request. From: Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] On Behalf Of Roger JusticeSent: Sunday, August 19, 2007 11:42 PMTo: [EMAIL PROTECTED]: Re: Requester consol - Incident Management. ** The requester is reopening the service request not the Incident.-----Original Message-----From: Rami S Ayoub < [EMAIL PROTECTED]>To: [EMAIL PROTECTED]: Sun, 19 Aug 2007 1:40 pmSubject: Requester consol - Incident Management. ** *** Hi List, When you - (as a requester) reopen a ticket the status in the HPD:HelpDesk remains resolved. When a ticket is reopen there is no Email Notification ITSM Version 7. Service Desk . Requester consol - Incident Management. Regards, Rami __20060125_______________________This posting was submitted with HTML in it___ AOL now offers free email to everyone. Find out more about what's free from AOL at AOL.com. __20060125_______________________This posting was submitted with HTML in it___ __20060125_______________________This posting was submitted with HTML in it___ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
