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Send replies to assigned admin(s) and change status to: OPEN.]]> http://www.ilient.com/Sysforums/posts/preList/3725/17105.page http://www.ilient.com/Sysforums/posts/preList/3725/17105.page GMT
Welcome to the Community!!!

First question,

Are you using the "Send replies to assigned admin(s) and change status to" setting in the email integration?? If so what is the status change made?

How long after the SR is closed does your users have to reopen?

I am working on a few possible ways to do this, but need these questions answered.

Regards,]]> http://www.ilient.com/Sysforums/posts/preList/3725/17106.page http://www.ilient.com/Sysforums/posts/preList/3725/17106.page GMT SysAid behave EXACTLY like that by default !

In fact my problem is educating user not to reply back when they got a sr close notification because it will reopen the SR.
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M]]> http://www.ilient.com/Sysforums/posts/preList/3725/17132.page http://www.ilient.com/Sysforums/posts/preList/3725/17132.page GMT [/quote]

You could customize the email notification on closed requests to say something like "the SR has been closed. if you wish to reopen the request, please reply to this email". That's what we do on our helpdesk and it usually gets the message across.

[code]
#if( ${Status}=="Closed" )
Service request #${ID} has been closed. If you wish to reopen this service request, simply reply to this email.
#end
[/code]


If you set your email integration to send emails in HTML format, you could also make that text bold to stand out...

Joseph.]]> http://www.ilient.com/Sysforums/posts/preList/3725/17169.page http://www.ilient.com/Sysforums/posts/preList/3725/17169.page GMT I did. Even in our mother language.

I think even if we manage to produce an "Are you sure?" kinda pop up, they (least some of them) will still reply it just to say ok or thank you or "what is this ?".

And yesss... I've conducted training and regularly spam them with the procedure from time to time.

It's still a mystery to me, really.
Don't worry about it. Not a sysaid problem.
Most gratefull for the attention though.
*slight bow wider smile*
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