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Can I Prevent User Response from Re-Activating a Resolved Ticket? RRS feed

  • Question

  • We use Microsoft System Center 2012 R2 Service Manager for our IT Helpdesk ticketing.  It does an adequate job, but we are having an issue.  If one of the techs takes care of an issue, and then flags it as "resolved" and sends a message to the end user.  Most of our users are appreciative, and send a "thank you" message to the Helpdesk.  This re-activates the ticket.

    When that happens, it tends to throw us over our SLOs.  

    Is there a setting that will prevent this from happening?  We are trying to streamline our Helpdesk procedures, and trimming the response times/time to close is one of the big ones.

    Thanks!

    Dave

    Monday, June 27, 2016 8:21 PM

Answers

  • It should not reactive the ticket if a user replies after it is resolved. It should just add a log entry for the End-User Comment. The only thing I can think is that maybe the template you are using for the Incident updates in the Exchange connector has a specific status saved in it. If you export the management pack that contains the template, then check the template does not contain a property for status.

    You can do this by searching for the display name of the template, which will be in a DisplayString element. Then search for that ElementID which should be under the Templates section. Make sure there is not an entry for status in there. It would look some what like the line below. 

    <Property Path="$Context/Property[Type='CustomSystem_WorkItem_Incident_Library!System.WorkItem.Incident']/Status$">{2b8830b6-59f0-f574-9c2a-f4b4682f1681}</Property>


    Matthew Dowst | Blog | Twitter

    Tuesday, June 28, 2016 1:05 PM