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Our current workflow is as follows:
- Ticket is submitted by requester
- Ticket or task is planned by technician and status is set to processing (planned).
- Requester is notified of (estimated) execution date
- Ticket is processed on arranged date
However, when a requester replies to a ticket that is set to processing, it doesn't get cleared of the status (as is the case with pending). Because of this, some responses by the requester are missed.
Ideally the ticket would be set to new when the requester replies or we would receive a notification when a followup is added to ticket with status processing (but only then), but I don't think either of those are an option.
How do others deal with this?
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