Idea ID: 1770877

Incidents "Pending Customer" are returned to their previous status after an update from customer

Status : Waiting for Votes
over 2 years ago

Within Service Manager 9.6 Incident Management;

If a user provides an update from the Potal or Ess the update is replicated to the incident as an "Update from customer".

Could we see an ioevent or ruelset that will take the record out of the "Pending Customer" status and return it to it's pervious status to advise the operator/ assignee that an update has been provided? 

Currently this is not a feature and operators/assignee are having to go into the record as sysmoduser cannot be relied on to find out it's actual status.

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