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Mail not received when reopening a ticket


Article ID: 222732


Updated On:


CA Service Desk Manager CA Service Management - Service Desk Manager


When user reopens ticket, the assigned group and assignee are not getting reopen email


The "Reopen" Activity Notification was being used.  However, the ticket was being moved from status "Resolved" to "Open" which is not a "Reopen" condition.  "Resolved" case status doesn't set the ticket to Inactive, while "Closed" status can leave ticket at Inactive.  There were also missing contacts in the needed Activity Notification for "Update Status"


Release : 17.3

Component : Svc Desk Email


Found that there were missing contacts who were excluded from the Activity Notification.  Needed to add Assignee to the Default Notification Rule for Update Status.